Customer Success Lead
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Job Description
Customer Success Lead responsible for managing urgent member escalations at Alignment Health. Focusing on service recovery excellence and employee support in a remote role.
Responsibilities:
- Take full ownership of complex, urgent, and high-visibility member escalations
- Lead service recovery efforts with a focus on empathy and active listening
- Serve as the primary point of contact for sensitive or escalated issues
- Monitor active cases to ensure adherence to SLAs and quality standards
- Collaborate closely with the Supervisor, Customer Success to ensure alignment
Requirements:
- Strong knowledge of Medicare Managed Care plans required
- 3+ years of customer service experience required (healthcare preferred)
- Previous Lead or equivalent experience required
- Bilingual (English/Spanish) preferred
Benefits:
- Competitive salary
- Health insurance
- Retirement plans
- Professional development opportunities
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