Customer Success Support Specialist

Dahl Consulting; Charleston (SC); Remote; USD 29,000 - 32,000; Part time

Job summary

Dahl Consulting is seeking a Customer Success Support Specialist for a remote contract role. The incumbent will manage service cases through a ticketing system, research inquiries, and provide prompt, empathetic support to members via phone and email.

The ideal candidate has prior customer service experience, strong written and verbal communication, and familiarity with case management and ticketing platforms.

Qualifications

• Experience in customer service and ticket-based environments.
• Strong written communication and professional email etiquette.
• Experience with case management or service queues.
• Ability to investigate issues and follow cases to resolution.
• Excellent organizational skills and attention to detail.

Responsibilities

• Manage and prioritize member cases through a ticketing/case queue system.
• Research inquiries by reviewing case notes and documentation.
• Make outbound calls and send emails to update members and resolve issues.
• Follow cases through to completion with multiple touchpoints.
• Provide professional, empathetic, and accurate customer service.
• Document interactions and case updates thoroughly.
• Assist members with questions about healthcare benefits, Medicare, or Medicaid.

Skills

Customer service

Written communication

Ticketing systems

Case management

Attention to detail

Multitasking

Tools

CRM software

Ticketing platforms

Job description

Title: Customer Success Support Specialist

Location: Remote | Candidates located in California are not eligible

Job Type: Contract (December- February +)

Compensation: $21.00 - $23.00 per hour

Industry: Financial Services Technology

About the Role

Our staffing firm is partnering with a client in the healthcare benefits industry to identify a Customer Success Support Specialist. This role supports members by managing service cases through a ticketing system, researching and resolving inquiries, and providing exceptional customer service through phone and email communications. The ideal candidate is patient, detail-oriented, and committed to ensuring members receive timely and accurate assistance throughout their healthcare benefits experience.

Job Description

As a Customer Success Support Specialist, you will work within a case management environment, handling member inquiries that require investigation, follow-up, and resolution. Unlike a traditional call center role, this position focuses heavily on managing service tickets, conducting outbound outreach, and coordinating ongoing case resolution.

Responsibilities

• Manage and prioritize member cases through a ticketing and case queue system.
• Research inquiries by reviewing existing case notes and documentation.
• Conduct outbound phone calls and email communication with members to provide updates and resolve issues.
• Follow cases through completion, including situations that require multiple touchpoints and ongoing follow-up.
• Deliver professional, empathetic, and accurate customer service.
• Document all interactions and case updates thoroughly and accurately.
• Support members with questions related to healthcare benefits, including Medicare and Medicaid programs.
• Maintain excellent attendance and dependability in a fast-paced service environment.

Qualifications

• Previous customer service experience.
• Strong written and verbal communication skills, including professional email correspondence and proper grammar.
• Experience working with case management, ticketing systems, or service queues.
• Ability to investigate issues, gather information, and follow cases through resolution.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and maintain productivity in a structured environment.
• Dependable attendance and demonstrated reliability.
• Proficiency using computer systems and navigating multiple applications simultaneously.

Preferred

• Experience supporting healthcare, health insurance, benefits administration, Medicare, or Medicaid programs.
• Previous experience in a customer success, member services, or healthcare support role.
• Familiarity with CRM or customer service ticketing platforms.
• Experience handling escalated or complex customer inquiries.

Benefits

Dahl Consulting is proud to offer a comprehensive benefits package to eligible employees that will allow you to choose the best coverage to meet your family’s needs. For details, please review the DAHL Benefits Summary: https://www.dahlconsulting.com/benefits-w2fta/.

Equal Opportunity Statement

As an equal opportunity employer, Dahl Consulting welcomes candidates of all backgrounds and experiences to apply.