Customer Success Lead

🕒 July 31

🇺🇸 United States – Remote

💵 $44.8k - $67.2k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 32%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Alignment Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

⚕️ Healthcare Insurance

🛡️ Insurance

🏥 Healthcare

💰 $135M Series C on 2020-03

Healthcare Insurance • Insurance • Healthcare

Alignment Health is dedicated to providing comprehensive care for Medicare members, emphasizing the needs of seniors, the chronically ill, and those who are frail. With a mission to transform senior healthcare, Alignment Health leverages a tailored care model and advanced technology to deliver high-quality, low-cost healthcare services. Their 24/7 concierge care team collaborates with trusted local providers to ensure that every member receives personalized care, reflecting the company's commitment to treating all members as valued family members.

📋 Description

• Take full ownership of complex, urgent, and high-visibility member escalations, including executive and market leader cases, through timely and complete resolution • Lead service recovery efforts through empathy, active listening, and meaningful member interactions • Serve as the primary contact for sensitive or escalated issues from intake through resolution • Ensure escalation responses are accurate, compliant, and aligned with organizational standards • Partner cross-functionally to remove barriers and resolve escalations • Handle inbound and outbound member interactions while meeting productivity and service-level goals • Support daily triage and prioritization of escalation cases • Monitor active cases for SLA, quality, and service-recovery adherence • Address complaints and grievances under Medicare Managed Care requirements and internal procedures • Provide real-time guidance, coaching, and escalation support to frontline Specialists • Assist with onboarding through nesting support, live call monitoring, and readiness guidance • Monitor individual and team performance across productivity, quality, and service metrics • Identify escalation and member-feedback trends and provide recommendations to leadership • Partner with Training and leadership on skill gaps and development initiatives • Contribute to process improvements that reduce escalations and improve member experience • Collaborate with the Supervisor, Customer Success on priorities, escalations, and team performance • Support reporting on escalation trends, risks, and service-recovery outcomes • Maintain HIPAA, privacy, data-security, regulatory, and organizational compliance • Assist with attendance and schedule-adherence monitoring • Support day-to-day team operations, work planning, and monitoring • Provide performance input and act as a role model for escalation handling and frontline support • Perform other duties as assigned

🎯 Requirements

• Strong knowledge of Medicare Managed Care plans • 3+ years of customer service experience required (healthcare preferred) • Previous Lead or equivalent experience required • High school diploma or GED with relevant work experience • Working knowledge of Microsoft Excel, PowerPoint, SharePoint, and Power BI • Experience with Microsoft Teams and case management systems • Strong communication skills with the ability to bridge people, process, and technology • Demonstrated ability to handle high-pressure situations with professionalism and sound judgment • Strong ownership mindset and accountability • Empathy and emotional intelligence in high-stress interactions • Conflict resolution and de-escalation expertise • Critical thinking and problem-solving skills • Ability to influence and support peers without direct authority • Must meet the physical requirements, including occasionally lifting or moving up to 20 pounds • Bilingual (English/Spanish) preferred • Experience handling complex or executive-level escalations preferred • Bachelor's degree in Healthcare Administration, Business, or related field preferred

🏖️ Benefits

• Equal Employment Opportunity and Affirmative Action • Reasonable accommodations under the Americans with Disabilities Act (ADA)