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Customer Success Lead

Impact Health is on a mission to make buying health insurance simple and transparent, with a level of service that is unprecedented in this industry. We are looking for Customer Success Leads that are relentless about solving problems and providing the best experience for our customers. This position requires experience in customer service with excellent written and verbal communication skills. Our Customer Success Leads must be experienced at handling tough situations with optimism, poise and at times, creativity.

Responsibilities:

  • Respond to various customer questions through Impact Health’s support channels.
  • Work harmoniously with our health plan partners to ensure our shared customers are being serviced to the best of our ability.
  • Identify, escalate and help drive solutions for new issues, trends, and potential bugs.
  • Recommend new and innovative ways to deliver top-tier customer support to our community of customers.
  • Proactively raise, manage and resolve challenges.
  • Quickly learn and keep up with health insurance terms, and political climate.
  • Create and drive tools and processes with the Customer Success team to ensure deep engagement and lifetime value to our customers.

What You’ll Bring:

  • 2+ years of experience in a support focused role.
  • Passionate about providing high quality customer support.
  • A cool head and knack for problem solving and troubleshooting.
  • Excellent interpersonal, written and verbal communication skills with high attention to detail.
  • Ability to focus in a dynamic work environment and thrive while responding to unexpected and highly sensitive challenges.
  • Ability to quickly analyze and contextualize information, and adapt gracefully as circumstances warrant.
  • Proven experience creating and organizing large amounts of information.
  • An enthusiastic, creative, and resourceful person who has the ability to perform under pressure.
  • Great judgement and ability to problem-solve both with peers and independently.
  • High level of professional integrity and confidentiality.
  • Genuine love and passion for customer service - you think of yourself as the customer’s champion, and you want to grow a team that feels the same way.
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