Remote-Customer Success Lead

alignmenthealthcare; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Alignment Health is seeking a Remote Customer Success Lead to manage complex, high-visibility member escalations and provide frontline leadership. The role balances direct member interaction with team support, coaching, and operational oversight to ensure timely, compassionate resolutions.

The Lead partners with frontline Specialists to remove barriers, guide escalation handling, and uphold Medicare compliance while maintaining an empathetic member experience.

Responsibilities

• Take ownership of complex, urgent, high-visibility member escalations including executive cases.
• Lead service recovery efforts with empathy, active listening, and restoring member trust.
• Serve as primary contact for sensitive or escalated issues from intake to resolution.
• Ensure escalation responses are accurate, compliant with organizational standards.
• Partner cross-functionally to remove barriers and drive resolution across departments.
• Maintain a working role by handling inbound and outbound member interactions.
• Support daily triage and prioritization of escalation cases with timely follow-up.
• Monitor active cases to ensure SLA adherence and quality standards.
• Address complaints in accordance with Medicare Managed Care requirements and internal procedures.
• Provide real-time guidance and coaching to Specialists to handle complex cases.
• Assist with onboarding, nesting support, and live-call guidance for readiness.
• Identify trends in escalations and feedback to inform leadership.
• Contribute to process improvements to reduce escalations and improve experience.

Job description

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

The Remote Customer Success Lead is a critical frontline leader and subject matter expert responsible for managing complex, urgent, and high-visibility member escalations including executive-level escalations. Reporting directly to the Supervisor, Customer Success, this role operates as a "working lead," balancing direct member interaction with team support and operational oversight.

This role requires strong ownership, sound judgment, and a deep commitment to service recovery excellence. The Lead is accountability for resolving escalations end-to-end, especially those that are sensitive, time-critical, or impactful to senior leadership, while consistently delivering empathetic, compassionate, and human-centered experiences

In close partnership with frontline Specialists, the Lead provides real-time guidance, removes barriers, and ensures high-quality, timely resolution aligned with organizational standards, regulatory requirements, service expectations and caring connections.

Job Duties/Responsibilities:

Escalation Ownership & Service Recovery Excellence

• Take full ownership of complex, urgent, and high-visibility member escalations, including executive and market leader cases, ensuring timely and complete resolution.
• Lead service recovery efforts with a focus on empathy, active listening, and restoring member trust through meaningful and caring interactions.
• Serve as the primary point of contact for sensitive or escalated issues, demonstrating accountability from intake through resolution.
• Ensure all escalation responses are accurate, compliant, and aligned with organizational tone and quality expectations.
• Partner cross-functionally to remove barriers and drive resolution for escalations that require coordination across departments.

Operational Support Responsibilities

• Maintain a "working" role by handling inbound and outbound member interactions in alignment with departmental productivity and service level goals.
• Support daily triage and prioritization of escalation cases, ensuring appropriate assignment and timely follow-up.
• Monitor active cases to ensure adherence to SLAs, quality standards, and service recovery expectations.
• Address complaints and grievances in accordance with Medicare Managed Care requirements and internal procedures.

Frontline Team Support & Enablement

• Serve as a subject matter expert and primary resource for Specialists, providing real-time guidance, coaching, and escalation support.
• Actively support frontline Specialists in navigating complex cases, reinforcing an ownership mindset and high standards of member care.
• Foster a culture of empathy and accountability across the team.
• Assist with onboarding, including nesting support, live call monitoring, and guidance to ensure readiness and confidence.

Performance Monitoring & Continuous Improvement

• Assist in monitoring individual and team performance across productivity, quality, and service metrics.
• Identify trends in escalations and member feedback; provide insights and recommendations to leadership.
• Partner with Training and leadership to identify skill gaps and support ongoing development initiatives.
• Contribute to process improvement efforts aimed at reducing escalations, efficiencies and improving the overall member experience.

Collaboration & Communication

• Collaborate closely with the Supervisor, Customer Success to ensure alignment of priorities, escalations, and team performance.
• Maintain clear, professional, and effective communication with internal stakeholders, including leadership and cross-functional partners.
• Support reporting needs related to escalation trends, risks, and service recovery outcomes.

Compliance & Confidentiality

• Maintain strict adherence to HIPAA, privacy, and data security standards.
• Ensure all member interactions and case documentation meet regulatory and organizational compliance requirements.

Other Responsibilities

• Assist with monitoring attendance and schedule adherence.
• Encourage a culture of accountability, collaboration, and continuous improvement.
• Perform other duties as assigned.

Supports the Supervisor, Customer Success in the day-to-day oversight of team operations. Assists with planning and monitoring work; provides input on performance, as needed. Acts as a role model and leader within the team, particularly in handling escalations and supporting frontli