Client Experience Lead Tandem - 3.5 Somerville, MA Job Details Full-time $17 - $22 an hour 16 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance Employee discount Professional development assistance Retirement plan Qualifications Customer communication Team leadership Employee relationship building Team development Key Performance Indicators Analysis skills Data interpretation Root cause analysis Analytical thinking Experience design Full Job Description Client Experience Lead Tandem Vet Care — Somerville, MA | Full-Time Create the Service Experience Every Pet Owner Deserves At Tandem Vet Care, we believe a veterinary visit should feel like the best service experience a pet owner has ever had—not simply the best veterinary appointment. We envision every client being greeted by name, always understanding any wait, enjoying a seamless checkout process, and leaving feeling genuinely cared for. As our Client Experience Lead , you will be responsible for making that vision a reality. This is a strategic leadership role where you'll first build the experience yourself, then develop the systems, standards, and team that will consistently deliver it every day. What You'll DoBuild the Experience Before You Scale It During the early stages of this role, you'll work directly with clients—welcoming them, managing the waiting room, facilitating checkout, and navigating challenging conversations with empathy and professionalism. This hands-on approach isn't simply operational support; it's how you'll gain firsthand insight into the client journey before designing the standards and training others to deliver them. Own the End-to-End Client Journey You'll design, refine, and continuously improve every stage of the client experience, including: Arrival and welcome Waiting room experience Exam room handoff Checkout process Departure and follow-up The standards you establish will become the foundation for how our entire front-of-house team operates. Lead and Develop the Team Once the client experience framework is in place, you'll build, lead, and mentor our Client Host team. Through structured training, side-by-side coaching, and ongoing feedback, you'll ensure every team member consistently delivers the level of service you've defined. Drive Performance Through Data You'll own key client experience metrics, including: Wait times Checkout efficiency Appointment rebooking rates Client retention You'll create scorecards, monitor trends, and use data to identify opportunities for continuous improvement. Lead Service Recovery When challenges arise, you'll confidently manage client concerns with empathy, professionalism, and accountability. Beyond resolving individual situations, you'll identify root causes and implement lasting improvements that prevent similar issues from happening again. What We're Looking For 5+ years of experience in client experience, hospitality leadership, patient relations, or a comparable customer-facing leadership role. 2+ years of experience leading and developing teams in a fast-paced service environment. Experience designing and implementing training programs or service standards from the ground up. Strong analytical skills with the ability to interpret performance metrics and use data to drive decisions. A calm, organized, and solutions-focused approach in high-volume, fast-paced environments. Outstanding communication, leadership, and relationship-building skills. You do not need veterinary experience to succeed in this role. This is a non-clinical leadership position, and candidates from luxury hospitality, fine dining, concierge medicine, premium retail, and other high-service industries are encouraged to apply. Compensation & Benefits Competitive base salary Performance bonus tied to client experience metrics Health, dental, and vision insurance Paid time off Continuing education budget Employee pet care discount This is an on-site position based in Somerville, MA , with primarily weekday hours and occasional weekend coverage. How to Apply Please submit your resume to and mention this posting in your subject line. Instead of a traditional cover letter, answer the following question in two or three sentences: Tell us about the worst customer service experience you've ever had. What should have happened instead? Tandem Vet Care is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace where everyone feels valued and supported.

Pay:

$17.00 - $22.00 per hour

Benefits:

Dental insurance Employee discount Health insurance Paid time off Professional development assistance Retirement plan Vision insurance

Location:

Somerville, MA 02143 (Preferred)

Work Location:

In person