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Customer Success Lead - Spanish

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 on the hunt for Customer Success Leads that are relentless about solving problems and providing the best experience for our customers. This position will be empowered to do everything in your power to delight our customers - interacting on many channels of communication including email, live-chatting, phones, and text. As our first responder, you’ll be our eyes and ears, translating the voice of the customer into new product features and policies that enable us to better serve our customers.

Impact Health is a fast-growing startup, and this role will also be constantly growing and evolving. You are excited by the prospect of rolling up your sleeves and trying on a few new hats, without ever losing sight of the primary objective: delighting the customer. Our Customer Success Leads have a natural knack along with experience in handling tough situations with optimism, poise, and 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.
  • Bilingual (Spanish)
  • Passionate about providing high quality customer support.
  • A cool head and knack for problem solving and troubleshooting.
  • Patience, empathy, and a natural finesse for putting people at ease.
  • 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.
  • Quickly analyze and contextualize information, and adapt gracefully as circumstances warrant.
  • Superb organization, multitasking, and prioritization skills.
  • 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.
  • Tech savvy-ness: aptitude in Mac OS, proficient in basic office software tools (Google Spreadsheets & Docs, cloud-based customer support software (like Zendesk) and CRMs with a focus on using technology to streamline support and operations.
  • Willingness and readiness to work occasional early-morning, evening, and weekend shifts (mostly during Open Enrollment)
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