Customer Support Lead

Lead Care Guide, Complex Case & Research Management

Apree Health is on a mission to build the first integrated health network that combines data-driven personalization, a coordinated care model, and aligned incentives to unlock value and make life better for those we serve. Our health navigation platform connects with hundreds of health vendors, benefits resources, and plan designs, giving rise to the world's first comprehensive app for all health needs. We are seeking an experienced, driven, and results-oriented Lead Care Guide, Complex Case & Research Management to join our top-notch Customer Support team. This specialized role is vital to the success of our products, demanding a relentless customer focus, strong teamwork capabilities, and a keen interest in the intricacies of technology products and healthcare navigation. This Lead role is an exciting opportunity to serve as the Subject Matter Expert (SME) and Tier 2 Resolution Specialist, focusing on complex case ownership, research initiatives, and service improvement projects.

How will you make an impact & Requirements

As a Lead Care Guide focused on Complex Case and Research Management, your primary focus will be on resolving the most challenging member issues, driving operational improvements, and acting as a technical resource for the broader team.

Complex Case Management and Escalation Ownership (Tier 2 / SME) :

• Serve as the primary escalation point for complex, high-stakes issues and sensitive inquiries coming from the frontline team, clients, or internal partners.
• Act as a Tier 2 resource, personally owning, researching, and resolving complex member cases that require deep product or benefit knowledge and coordination across multiple departments.
• Manage and process inbound support requests across all channels, including Email-to-Case and cases escalated from other digital or phone channels, ensuring timely and accurate resolution.
• Handle issue escalation and work to identify trends with customer-reported issues, teammate issues, and process issues to inform management of systemic challenges.
• Provide problem resolution to members and agents to support customer satisfaction (NPS) and quality metrics.
• Maintain records of customer interactions, handle escalated issues within timeliness measures, and ensure timely follow-up to guarantee resolution and customer trust.

Research, Strategy, and Operational Support :

Frontline Support and Coaching Resource :

Qualifications Required :

Qualifications Preferred :

Compensation : $22 / hr. - $30 / hr. and bonus eligible