Jobs in Milton, United States

Our client, an online mental healthcare provider, is seeking a Customer Experience Specialist (Contract or Contract-to-Perm) to join their team!

Office Policy: Remote (ET)

Rate: $38/hour

This role has the potential to convert to a permanent position.

• Start Date: November 2025
• Commitment: 16 weeks with potential to extend or convert
• Schedule: Monday–Friday, full-time during standard ET business hours
• Location: 100% remote

As a Customer Experience Specialist, you’ll serve as a subject matter expert handling escalated customer inquiries related to digital health products and insurance. You’ll take ownership of complex cases, collaborate cross-functionally to resolve issues, and play a critical role in improving workflows and customer satisfaction.

• Resolve Tier 2+ support tickets requiring deeper product or insurance knowledge
• Act as an escalation point for Customer Experience Associates
• Partner with leadership to identify recurring issues and recommend process improvements
• Maintain subject matter expertise in insurance processes and product workflows
• Ensure accurate documentation and seamless handoffs for each case

• 2+ years in customer support or CX, with escalation or specialized queue handling (healthcare, fintech, or start-up preferred)
• Experience supporting customers in live channels (chat or phone) and email
• Strong multitasking, queue management, and triage skills
• Clear, empathetic communication with strong de-escalation ability
• Comfort navigating complex workflows and ambiguous cases

• Familiarity with automation or AI-assisted support tools
• Prior peer coaching or subject matter expertise within a support team