Customer Experience Specialist

Clarity Recruiting; Georgia; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading mental healthcare provider is seeking a Customer Experience Specialist to support digital health products. This remote role involves managing escalated customer inquiries and improving workflows. Ideal candidates will have at least 2 years of customer support experience, strong communication skills, and the ability to navigate complex situations. This position offers a contract duration of 16 weeks with potential for extension or conversion to permanent.

Qualifications

• Minimum 2 years in customer support or CX, especially in healthcare or fintech.
• Experience with live support channels such as chat or phone.
• Ability to manage queues effectively and triage issues.

Responsibilities

• Resolve escalated Tier 2+ support tickets.
• Act as an escalation point for associates and manage complex cases.
• Collaborate with leadership to identify recurring issues.

Skills

Customer support experience

Clear communication

Strong multitasking skills

Empathy in customer interactions

Job description

Overview

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.

Key Details

• 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

About the Role

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.

Responsibilities

• 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

Must-Have Experience

• 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

Nice-to-Haves

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