Customer Success Lead

Job Summary

To support a growing team, the full-time Remote Customer Success Lead will manage complex member escalations, ensuring timely resolutions while providing real-time guidance to frontline Specialists and maintaining operational oversight.

Key responsibilities

• Take ownership of high-visibility member escalations, leading service recovery efforts with empathy and accountability
• Monitor and manage inbound and outbound member interactions, ensuring adherence to service level agreements and quality standards
• Provide real-time support and coaching to frontline Specialists, fostering a culture of empathy and high standards of member care

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