Customer Experience Specialist (CXS)

Job Description

JOB DETAILS

REQUIREMENTS

• 2+ years of CX / support experience handling specialized, high-priority, or escalation queues in healthcare, fintech, or start-up environments.
• Experience supporting customers in high volume live support channels (chat or phone) in addition to email.
• Queue management, SLA prioritization, real-time navigation and multitasking across systems and tickets, and case triage judgment.
• Strong ability to navigate complex workflows, investigate ambiguous cases, and persist through blockers.
• Empathetic, clear and concise responses and accurate documentation of case handling.
• Strong de-escalation and conflict management skills — and an ability to operate with efficiency and clarity under pressure.

RESPONSIBILITIES

• Resolve Tier 2 (and some Tier 3) Support Tickets: Handle specialized tickets requiring deeper product, insurance, workflow knowledge, or cross-functional support to resolve.
• Escalation Point for CX Associates: Serve as the first line of escalation for CXAs, empowering them with the necessary support to resolve challenging inquiries – and taking over cases when necessary.
• Collaborate on Workflow Improvements: Partner with Leadership and Ops Program Managers to surface recurring issues, identify workflow gaps, and recommend process improvements.
• Maintain Subject Matter Expertise: Develop and sustain deep knowledge of Alma’s insurance processes, product, and tooling to ensure accurate case handling.
• Ensure Ticket Accuracy & Documentation: Provide clear, detailed, and accurate documentation for each case to ensure seamless handoffs and auditability.

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