Complaints Specialist - Remote

Overview

The Complaints Specialist will investigate and resolve complex complaints, working closely with cross-functional teams to improve operational processes and member experience.

In Short

• Own complex complaint investigations end-to-end.
• Analyze case details and determine outcomes.
• Communicate outcomes clearly to members.
• Act as a subject matter expert for junior specialists.
• Execute projects related to SOP updates and audits.
• Support quality control efforts and identify error trends.
• Identify opportunities to improve workflows and tools.

Requirements

• 3+ years of experience in customer support or operations.
• Ability to handle complex, escalated issues effectively.
• Strong written and verbal communication skills.
• Sound judgment and ability to navigate ambiguity.
• Experience using data to inform decisions.
• Ability to manage workload independently in a fast-paced environment.
• Experience mentoring others and contributing to quality improvements.

Benefits

• Competitive salary and bonus opportunities.
• 401k match and comprehensive benefits package.
• Generous vacation policy and paid parental leave.
• Annual wellness stipend and community support time.
• In-office perks and engaging team events.
• Opportunity to work in a diverse and inclusive environment.