Senior Customer Success Lead (Escalations)

Alignment Health; Orange (CA); On-site; USD 45,000 - 67,000; Full time

Job summary

Alignment Health is seeking a Customer Success Lead to manage high-visibility member escalations with a focus on empathy and service recovery. You will act as a working lead, guiding frontline staff and coordinating across departments to resolve issues end-to-end.

The role requires deep Medicare Managed Care knowledge, healthcare CS experience, and strong communication skills. This leadership position emphasizes ownership, compliance, and improving the member experience.

Qualifications

• 3+ years of customer service experience in healthcare.
• Experience handling complex or executive-level escalations preferred.
• Knowledge of Medicare Managed Care plans required.
• Bilingual in English and Spanish preferred.

Responsibilities

• Own complex, urgent member escalations including executive and market leader cases.
• Lead service recovery with empathy and restore trust.
• Serve as primary contact for sensitive issues from intake to resolution.
• Ensure escalation responses are compliant and aligned with standards.
• Collaborate cross-functionally to remove barriers and drive resolution.

Skills

Escalation management

Customer service

Healthcare knowledge

Bilingual English/Spanish

Strong communication

Problem solving

Team leadership

Cross-functional collaboration

Education

High school diploma or GED

Bachelor’s degree in Healthcare Administration, Business, or related field

Tools

Microsoft Excel

PowerPoint

SharePoint

Power BI

Microsoft Teams

Case management systems

Job description

Alignment Health is seeking a Customer Success Lead to manage high-visibility member escalations with a focus on empathy and service recovery. You will act as a working lead, guiding frontline staff and coordinating across departments to resolve issues end-to-end.

The role requires deep Medicare Managed Care knowledge, healthcare CS experience, and strong communication skills. This leadership position emphasizes ownership, compliance, and improving the member experience.