At Clover Health, we are committed to providing high-quality, affordable, and easy-to-understand healthcare plans for America’s seniors. We prioritize preventive care while leveraging data and technology through the Clover Assistant, a powerful tool that helps physicians make informed health recommendations. By giving doctors a holistic view of each member’s complete health history, we ensure better care at a lower cost—delivering the highest value to those who need it most
As a Customer Experience Lead , you will be responsible for managing a team of 10–15 agents who deliver exceptional service to our Medicare Advantage members and providers. You will be accountable for coaching, performance management, and driving a culture of excellence, while ensuring that the team consistently meets and exceeds service standards. This is a full-time onsite position based in Houston, TX
Call Center Hours: Our call center operates between 8:00am and 8:00pm CST . Shift schedules are on a rotating basis, and Leads are expected to provide flexibility — including rotating weekend support during our peak season to ensure consistent team coverage and member service: Monday–Friday (April 1 – October 1) Monday–Sunday (October 1 – March 31) As a Customer Experience Lead, you will: Mentor and develop a team of 10–15 Customer Experience Agents through ongoing coaching and performance management, fostering a culture of accountability, empathy, and high-quality service
Drive operational excellence by leading daily huddles, one-on-ones, and team check-ins to align on data-driven goals and resolve escalated or complex issues swiftly, ensuring exceptional member and provider experiences
Oversee team performance and comp