Customer Care Advocate

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Care Advocate based in United States.

This role offers the opportunity to support customers through meaningful interactions while contributing to better healthcare experiences.
As a Customer Care Advocate, you will serve as a trusted point of contact, helping customers resolve issues across voice, chat, SMS, email, and digital channels.
The position combines empathy, problem-solving, technology adoption, and operational excellence to deliver high-quality customer outcomes.
You will leverage AI-enabled tools, customer insights, and digital workflows to improve efficiency while applying human judgment in complex situations.
Working in a fast-paced and evolving environment, you will help shape the future of customer support through innovation and continuous improvement.
This role is ideal for a customer-focused professional who enjoys learning new technologies, solving challenges, and making a positive impact.

The Customer Care Advocate is responsible for delivering exceptional customer support experiences while managing complex requests, improving operational performance, and helping customers navigate products and services effectively. This role requires strong communication skills, adaptability, and the ability to combine technology with thoughtful human interaction.

• Serve as the primary contact for customer inquiries across voice, chat, SMS, email, and other digital communication channels.
• Resolve customer concerns with empathy, professionalism, and sound judgment while prioritizing first-contact resolution.
• Take ownership of customer issues from initial contact through resolution, ensuring timely follow-up and clear communication.
• Manage complex or sensitive customer situations while balancing customer needs, compliance requirements, and business priorities.
• Recognize escalation needs and collaborate with internal teams to achieve successful customer outcomes.
• Deliver consistent and personalized customer experiences across multiple engagement platforms.
• Guide customers toward self-service resources and digital solutions when appropriate.
• Maintain accurate documentation across systems while ensuring compliance with established processes and requirements.
• Effectively use AI-enabled tools, knowledge platforms, and workflow technologies to improve productivity and service quality.
• Review and validate AI-generated recommendations using critical thinking and established guidelines.
• Identify opportunities to improve customer processes, workflows, automation, and technology adoption.
• Use customer feedback, performance metrics, and operational data to support continuous improvement.
• Participate in testing, pilots, and initiatives designed to enhance customer experiences and team effectiveness.

The ideal candidate is a customer-focused professional with experience supporting customers in dynamic environments and the ability to quickly adapt to new technologies and processes. This individual combines strong communication skills, problem-solving ability, attention to detail, and a commitment to delivering outstanding service.

• High school diploma or equivalent required.
• 2+ years of experience in customer service, customer support, customer success, healthcare support, or a related field.
• Experience managing customer interactions across multiple channels, including phone, chat, email, SMS, or digital platforms.
• Ability to effectively use AI-enabled tools and digital technologies to improve customer outcomes.
• Comfortable working with multiple systems and platforms simultaneously.
• Strong written and verbal communication skills with the ability to adapt messaging to different audiences.
• Demonstrated critical thinking, independent decision-making, and problem-solving skills.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Strong customer advocacy mindset with a commitment to ownership and service excellence.
• Ability to work effectively in a fast-paced environment with evolving processes and priorities.
• Experience with CRM, case…