Senior Customer Success Coordinator - Remote

Overview

The Senior Customer Success Coordinator is responsible for the day-to-day management of a ticketing process designed to meet both customer and beneficiary needs and complaints. You will conduct and/or participate in investigations, with the primary responsibility for communicating outcomes and remediation strategies to both customers and beneficiaries.

In Short

• Manage day-to-day ticketing queue and customer complaints.
• Conduct investigations and communicate outcomes to customers.
• Streamline processes within the Customer Success team.
• Empower customers to use products optimally.
• Collaborate with cross-functional teams.
• Utilize ticketing insights to anticipate customer pain points.
• Manage relationships with vendor partners.
• Participate in outreach to beneficiaries.
• Work within a remote-first distributed workforce.
• Legal authorization to work in the US is required.

Requirements

• 5+ years in Case Management, Customer Success, or Customer Service.
• Experience in health tech or healthcare is a plus.
• Strong organizational skills.
• Ability to manage escalation queues.
• Excellent verbal and written communication skills.
• Self-starter mentality with results orientation.
• Willingness to travel occasionally.
• Comfortable working in a distributed remote team.
• Ability to handle difficult conversations with beneficiaries.
• Background check required.

Benefits

• Competitive salary with bonuses and equity.
• Medical, Dental, and Vision insurance.
• 100% Employer Paid Disability Insurance.
• 401(k) Program.
• Unlimited PTO and paid holidays.
• Parental Leave.
• Flexible work schedule.
• Work anywhere in the USA.