Senior Client Support Specialist

About the role

This role owns every inbound client support interaction for seniors navigating healthcare, handling billing questions, and de-escalating frustrated clients. Requires 5+ years of customer support experience with significant phone support experience.

Requirements

• 5+ years of customer support experience with strong track record, including significant phone support experience
• Experienced with angry customers, complaints, and escalations
• Comfortable with senior demographic
• Strong judgment and independent problem-solving
• Comfortable picking up new tools quickly

What you'll do

• First point of contact for clients seeking help
• Respond to inbound support across email and phone
• Handle billing questions and general concerns start to resolution
• De-escalate frustrated clients with patience and empathy
• Hit SLA and CSAT targets
• Document interactions and follow up until resolved
• Help build support playbooks and standards
• Flag recurring issues to product and engineering

Where this was posted

• LinkedIn

  last seen 2mo ago
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