Lead Customer Experience Agent (Bilingual English/Spanish)

At Mia Aesthetics, we are not just leading the way in plastic surgery—we're redefining it.

Our goal is simple: to ensure everyone has access to the highest quality plastic surgery without the premium price tag. With an elite team of plastic surgeons across the U.S. and a family of over 150,000 satisfied patients, we're on a mission to make beauty accessible to all.

Mia Aesthetics provides on-the-job training, professional development opportunities, opportunities for advancement, benefit offerings, and more.

Be a part of a team transforming lives and supporting dreams every day!

 The Lead Customer Experience Agent performs a variety of patient-facing, analytical, and investigative tasks in support of the Customer Experience Division. This role reports directly to the Head of Customer Experience and requires a high level of adaptability, professionalism, and attention to detail.

• Engage directly with patients to understand feedback and overall experience, providing clear, empathetic, and professional communication
• Review and assess patient concerns by analyzing available information to develop a complete understanding of each situation
• Investigate reported issues through review of interactions, documentation, and relevant records
• Maintain accurate and organized documentation of all findings and patient interactions
• Collaborate with internal teams to gather insights and ensure a well-rounded understanding of each case
• Assist in resolving patient concerns in a timely and thoughtful manner while ensuring patients feel heard and supported
• Identify opportunities to support positive patient feedback and encourage participation in public review platforms
• Perform quality reviews of customer interactions and document findings related to both communication and process execution
• Identify trends, inconsistencies, and areas of opportunity within patient feedback and internal processes
• Support priority assignments and time-sensitive escalations as directed, demonstrating strong judgment and adaptability in a fast-paced environment 

Education & Experience

• Bachelor’s degree preferred or a minimum of 3 years of experience in customer experience, patient services, call center operations, or a related field
• Strong verbal and written communication skills with the ability to manage sensitive conversations
• High attention to detail with strong analytical and problem-solving abilities
• Ability to review and interpret multiple sources of information to form clear and accurate conclusions
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Professional and neutral communication style when working across teams
• Ability to work independently and adapt to evolving priorities and case complexity
• Bilingual (English/Spanish)

Join us: https://miaaesthetics.com/careers/

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