Lead Customer Service Representative - Remote

Sharecare is a leading digital healthcare company dedicated to improving individual well-being through data-driven AI insights and comprehensive health management platforms. We are currently seeking a Lead Customer Service Representative to join our remote team and help deliver high-quality support to our members.

Key responsibilities

• Handle escalated member concerns and provide expert Help Desk support for the broader Customer Service team.
• Research and resolve member inquiries submitted via phone, chat, email, or fax within established timeframes.
• Serve as a primary resource for Customer Service Representatives regarding technical issues and complex escalations.
• Partner with management to identify training opportunities that enhance problem-solving skills and first-call resolution rates.
• Analyze escalation trends to perform root cause analysis and support overall contract performance.

Requirements

• High School diploma or GED, with additional technical medical or computer coursework preferred.
• Minimum of 2 years of experience in a call center or customer service environment.
• Strong analytical skills and technical acumen, including proficiency in word processing, spreadsheets, and database management.
• Excellent verbal and written communication skills with a focus on critical thinking and sound judgment.
• Proven ability to work independently while thriving in a collaborative, team-oriented environment.

What we offer

• The opportunity to work in a fully remote environment for a mission-driven digital health organization.
• A supportive team culture that values information sharing, leadership, and professional initiative.
• Engagement with a diverse range of healthcare stakeholders to drive personalized, value-based care at scale.