Oversee daily Customer Success operations including triage, case assignment, productivity metrics, and SLA adherence
Serve as escalation point for complex, sensitive, or enterprise-level concerns
Ensure structured service recovery and first-call resolution whenever possible
Supervise Customer Success Specialists and support hiring, onboarding, and performance development
Partner with Claims, Enrollment, Provider Services, UM, Pharmacy, Compliance, Sales, and vendors to resolve escalations

3+ years customer service experience in healthcare insurance plan
2+ years supervisory experience in call center, escalation, or service recovery environment
Strong knowledge of Medicare Managed Care
Bilingual (English/Spanish) preferred

Supervisor, Customer Success

Key skills