Customer Support Executive - New Business Vertical

Springworks; United States; Remote; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health scheme covering well-being

30 annual paid leave days

Team outings and celebrations

Asynchronous remote collaboration

Job summary

Springworks is hiring two experienced Customer Support professionals in the United States to assist employees, HR teams, and corporate clients with employer-sponsored health insurance queries. You’ll manage coverage, claims, and policy benefits, coordinating with insurers and internal teams to ensure a smooth customer experience.

You should have 6 months to 3 years in support roles, strong communication, and familiarity with CRM systems.

Qualifications

• 6 months to 3 years of experience in customer support or customer success.
• Experience with corporate health insurance or employer-based plans is preferred.
• Excellent verbal and written communication skills.
• Ability to manage multiple channels (phone, email, chat) and follow up.
• Familiarity with CRM and ticketing tools.

Responsibilities

• Handle queries related to corporate employer health insurance policies.
• Support employees and HR teams with coverage, claims, and benefits questions.
• Resolve issues via phone, email, chat and other channels.
• Coordinate with insurers, TPAs, and internal teams for timely resolution.
• Explain benefits and processes clearly to customers and maintain records.
• Meet SLA, CSAT, response-time, and resolution-time targets.
• Work in a shift-based environment and manage escalations effectively.

Skills

Communication

Problem-solving

Follow-up

Independent work

Tools

CRM systems

Support tools

Job description

About the Role

We are looking for 2 experienced Customer Support professionals with hands‑on experience in B2B employer-based health insurance. The ideal candidate will be comfortable supporting employees, HR teams, and corporate clients, resolving insurance‑related queries, coordinating with internal teams, and ensuring a smooth customer experience. This is a customer‑facing role requiring strong communication, problem‑solving, ownership, and an understanding of employer‑sponsored health insurance.

Key Responsibilities

• Handle customer queries related to corporate/employer health insurance policies.

• Support employees and HR/benefits teams with queries related to coverage, claims, policy benefits, endorsements, and other insurance‑related matters.

• Resolve customer issues through phone, email, chat, and other support channels.

• Coordinate with insurers, TPAs, claims teams, and internal operations teams for timely resolution.

• Track open issues and ensure proper follow‑up until closure.

• Explain policy benefits, processes, and claim‑related information clearly to customers.

• Maintain accurate records of customer interactions and resolutions.

• Identify recurring customer issues and share feedback with relevant internal teams.

• Meet defined SLA, CSAT, response‑time, and resolution‑time targets.

• Handle escalations professionally and ensure a high‑quality customer experience.

• Work effectively in a shift‑based environment.

Requirements

• 6 months to 3 years of experience in customer support/customer success/operations.

• Prior experience in B2B employer‑based health insurance is mandatory/preferred.

• Good understanding of corporate health insurance, claims, policy benefits, and employee insurance processes.

• Excellent verbal and written communication skills.

• Strong problem‑solving and follow‑up skills.

• Ability to communicate effectively with employees, HR teams, corporate clients, insurers, and TPAs.

• Comfortable working with support/ticketing tools and basic CRM systems.

• Strong ownership and attention to detail.

• Ability to work independently in a fast‑paced environment.

Shift Timings

We are currently hiring for 2 positions.

• Morning Shift: 9:00 AM - 6:00 PM

• Night Shift: 6:00 PM - 3:00 AM

Ideal Candidate

Someone who has worked in corporate health insurance/customer support, understands the employee insurance journey, is comfortable speaking with customers and HR teams, and takes ownership of issues through resolution.

Benefits

• Our health scheme covers your physical, mental, and social well‑being.

• 30 annual paid leave days to relax and recharge.

• Company outings and celebrations that bring the team together.

• Freedom and flexibility of asynchronous communication in a remote team environment.