Senior Member Support Specialist
Core
Provide high-touch phone support and act as an escalation point for Level 1 agents, handling executive complaints and BBB issues.
Role type
Senior Member Support Specialist (Customer Service)
Builds
Member retention and satisfaction through de-escalation and technical troubleshooting
Domain
Health & Wellness / Weight Management
Required skills
Phone de-escalation, executive complaint resolution, technical troubleshooting, real-time chat support, team mentoring, policy expertise
Preferred skills
Handling regulatory disputes, mentoring frontline agents, deep knowledge of weight management programs
Technologies
Slack, G-Suite, Microsoft Office, call center software
Responsibilities
Handle escalated inbound/outbound calls, resolve executive and BBB complaints, provide real-time guidance to L1 agents via Slack, troubleshoot program and digital issues, mentor frontline staff
Seniority
Senior, hands-on IC