Customer Success Lead

Job Summary

To support a growing team, the full-time Customer Success Lead will manage complex member escalations, provide operational support, and guide frontline Specialists in a fully remote environment.

Key responsibilities

• Take ownership of high-visibility member escalations, ensuring timely and effective resolution
• Support daily triage and prioritization of escalation cases while maintaining service level goals
• Provide real-time guidance and coaching to frontline Specialists, fostering a culture of empathy and accountability

Required qualifications

• Strong knowledge of Medicare Managed Care plans
• 3+ years of customer service experience, preferably in healthcare
• Previous lead or equivalent experience
• High school diploma or GED with relevant work experience
• Working knowledge of Microsoft Excel, PowerPoint, SharePoint, and Power BI