Clarity Recruiting
Overview
We’re looking for a
Customer Experience Specialist (CXS)
for a 16 week contract at one of our startup clients. This is a Tier 2 role focused on resolving
moderately complex customer inquiries , particularly those related to
health insurance and product workflows . As a CXS, you’ll serve as a
subject matter expert , handling escalated tickets from Tier 1 associates and working cross-functionally to deliver fast, accurate resolutions at scale. This is an
execution-focused role
— perfect for someone who thrives in high-volume environments, excels at troubleshooting complex issues, and takes pride in delivering exceptional customer experiences. What You’ll Do
Resolve Tier 2 Support Tickets:
Manage escalated or complex inquiries that require specialized knowledge in insurance, tooling, or product workflows. Support CX Associates (CXAs):
Act as the first point of escalation, coaching or taking over cases when needed. Drive Workflow Improvements:
Identify patterns, flag systemic issues, and collaborate with Ops and Leadership to improve processes. Own Documentation & Accuracy:
Ensure every ticket is clearly and thoroughly documented for quality, auditability, and smooth handoffs. Maintain Subject Matter Expertise:
Continuously build expertise in health insurance processes, product workflows, and internal tools. What We’re Looking For
Must-Have Experience: 2 years in a customer support or CX role, ideally in
healthcare, fintech, or start-up
environments. Hands-on experience handling
high-priority or escalation queues . Proficiency with
live support channels
(chat and/or phone), in addition to email. Strong ability to
multitask, prioritize, and manage a high-volume queue
efficiently. Exceptional
problem-solving , de-escalation, and written communication skills. Experience using tools like
Zendesk
(or similar ticketing systems). Nice-to-Haves: Experience using
automation or AI tools
in support environments. Past experience as a
peer coach
or
subject matter expert .
#J-18808-Ljbffr
We’re looking for a
Customer Experience Specialist (CXS)
for a 16 week contract at one of our startup clients. This is a Tier 2 role focused on resolving
moderately complex customer inquiries , particularly those related to
health insurance and product workflows . As a CXS, you’ll serve as a
subject matter expert , handling escalated tickets from Tier 1 associates and working cross-functionally to deliver fast, accurate resolutions at scale. This is an
execution-focused role
— perfect for someone who thrives in high-volume environments, excels at troubleshooting complex issues, and takes pride in delivering exceptional customer experiences. What You’ll Do
Resolve Tier 2 Support Tickets:
Manage escalated or complex inquiries that require specialized knowledge in insurance, tooling, or product workflows. Support CX Associates (CXAs):
Act as the first point of escalation, coaching or taking over cases when needed. Drive Workflow Improvements:
Identify patterns, flag systemic issues, and collaborate with Ops and Leadership to improve processes. Own Documentation & Accuracy:
Ensure every ticket is clearly and thoroughly documented for quality, auditability, and smooth handoffs. Maintain Subject Matter Expertise:
Continuously build expertise in health insurance processes, product workflows, and internal tools. What We’re Looking For
Must-Have Experience: 2 years in a customer support or CX role, ideally in
healthcare, fintech, or start-up
environments. Hands-on experience handling
high-priority or escalation queues . Proficiency with
live support channels
(chat and/or phone), in addition to email. Strong ability to
multitask, prioritize, and manage a high-volume queue
efficiently. Exceptional
problem-solving , de-escalation, and written communication skills. Experience using tools like
Zendesk
(or similar ticketing systems). Nice-to-Haves: Experience using
automation or AI tools
in support environments. Past experience as a
peer coach
or
subject matter expert .
#J-18808-Ljbffr