Sr. Specialist, Customer Support

Why consider this job opportunity:

• Opportunity for career advancement and growth within the organization
• Eligible for a corporate bonus program and stock options
• Competitive medical, dental, and vision coverage
• Flexible Time Off/Paid Time Off, including 13 paid holidays
• Mental Health and Wellness benefits
• Supportive and inclusive workplace culture

• Analyze and monitor customer escalation reports to identify trends and update the Knowledge Base tool
• Manage and record escalation trends and communicate process issues to drive continuous improvement
• Review and analyze root causes for escalated service requests and develop proactive solutions
• Provide guidance and support to Customer Support Specialists for complex escalations
• Draft external responses and act as the point of contact for follow-up questions from customers

• Minimum 3 years of proven experience resolving external escalations
• Minimum 2 years of claims and benefits literacy
• Strong understanding of operations processes
• Exceptional communication and interpersonal skills
• Ability to manage multiple tasks and projects simultaneously

• Experience working cross-functionally
• Strong influencing skills
• Problem-solving mindset with a focus on uncovering and analyzing issues
• Ability to work autonomously and navigate through various internal systems

We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. We are not the EOR (Employer of Record) for this position.

Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.