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Customer Support Lead

Customer Support Lead

Mosaic HealthPoughkeepsie, NY, US
12 hours ago
Job type
  • Full-time
Job description

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 :

  • Participate as a key member of a research or project team dedicated to improving products, processes, or service delivery enhancements.
  • Act as Subject Matter Expert (SME) to other areas of the organization for strategic projects, customer-driven pilot programs, and customization efforts.
  • Support for special projects for new service delivery enhancements, including UAT (User Acceptance Testing), business process improvement, training, and knowledge article reviews.
  • Assist in monitoring and reporting customer service levels and insights-based reporting.
  • Ensure the team meets or exceeds quality goals and service levels.

    • Frontline Support and Coaching Resource :

  • Assume Floor Support responsibilities, acting as a 'tier two' resource for Care Guides, responding to real-time inquiries to help quickly resolve member issues.
  • Assist in front line duties as needed to help facilitate timely delivery of service.
  • Coach and develop frontline Care Guides by providing specialized guidance and technical support on complex topics.
  • Collaborate with Supervisors and Managers to ensure the team has the necessary resources and knowledge.

    • Qualifications Required :

  • Minimum 2-3 years of customer service experience with a contact center, with significant experience in a Tier 2 or escalation role.
  • Strong verbal and written communication skills with excellent phone manners and interpersonal skills.
  • Proven experience in managing high-stakes customer escalations and driving satisfactory outcomes.
  • Highly engaged and customer-focused with a strong demonstration of customer service techniques.
  • Strong organizational skills, attention to detail, flexibility, and ability to work effectively with cross-functional teams.
  • Flexibility to work shifts that are in the 8 a.m. to 8 p.m. time frame, as needed.
  • Proven problem-solving skills and the ability to exercise sound judgment.
  • Must be in good standing within the current role (if internal).

    • Qualifications Preferred :

  • Experience in health care or familiarity with health insurance products and services.
  • Previous experience working in a software environment.
  • Three to Five years' experience in a customer service environment.
  • Bi-lingual skills are helpful, but not required.

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

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    Customer Support • Poughkeepsie, NY, US