Senior Customer Support Specialist

Job Summary

A company is looking for a Senior Customer Support Specialist.

Key Responsibilities

• Own the escalation process, including analysis and communication of trends and issues
• Provide guidance to Customer Support Specialists and manage escalated cases from various channels
• Coordinate cross-functional efforts to resolve client issues and ensure timely responses to customer requests

Required Qualifications

• Minimum 3 years of experience in resolving external escalations
• At least 2 years of claims and benefits literacy
• Strong understanding of operations processes
• Experience managing projects and working cross-functionally
• Ability to work autonomously and navigate various internal systems