Lead Customer Support Representative

The role:

We’re looking for a Lead Customer Support Representative (Concierge Lead) to join the Claims Member Services team. This role will lead a team of Concierge Associates to answer some of our member’s most pressing questions regarding their insurance claims. Your focus will be on delivering a best-in-class member experience, team management, and serving as an escalation point for Garner’s members.

Concierge serves as the voice of Garner, so you should be passionate about member services and helping people solve their problems. In this role, you will become an expert on Garner’s product, operations, and the needs of our members. For the strongest candidates, this is a jumping-off point to grow within the company.

To ensure that we have coverage for Garner users, the Concierge Lead will have some coverage requirements. Current service operates weekdays during east coast business hours, though that may change in the future as needs dictate.

This is a fully remote role.

What you’ll do:

• Deliver exceptional service to our members on the most complex tickets via phone, chat, and email, offering education and guidance to help them understand the Garner claims reimbursement process and resolve questions about their claims
• Be the primary point of escalation for member questions and issues regarding their Garner claims
• Enforce claims policies while bringing both assertiveness and empathy to your member interactions
• Oversee the quality and efficiency of your team of Concierge Associates, and ensure all key performance metrics are being met 
• Answer detailed process questions from team members and ensure all issues are resolved in a timely manner
• Coach your team on best practices and identify areas of improvement in current processes
• Relay member feedback to product and operations teams to improve Garner’s solution
• Maintain detail-oriented working knowledge of employer health benefits and insurance

The ideal candidate has:

• 4+ years of relevant experience with increasing levels of responsibility
• Experience in an industry like insurance, healthcare, finance, or any other that required you to help customers navigate firm policies under challenging situations
• Experience managing a team and driving excellent results
• A passion for helping people solve their problems, with an ability to think creatively and empathetically while staying calm and assertive under pressure
• Excellent written and verbal communication
• A high level of process orientation, digital organization, and resourcefulness
• A desire to work in a rapidly evolving startup environment
• A desire to be a part of our mission to improve the healthcare system