Senior Customer Support Lead: Escalations & Help Desk

Sharecare; United States; Remote; USD 32,000 - 52,000; Full time

Job summary

Sharecare is a digital health company delivering software and services to improve care quality and reduce costs. The role handles escalated member concerns and provides Help Desk support for the Customer Service Team.

The ideal candidate has a GED/HS diploma and at least 2 years in a call center or customer service environment, with strong communication, analytics, and teamwork skills to resolve inquiries efficiently.

Qualifications

• GED or High School diploma; college coursework desirable.
• Minimum of 2 years in call center or customer service experience.

Responsibilities

• Handle escalated member concerns and provide Help Desk support.
• Research, respond, and resolve inquiries via phone, chat, email, or fax within target timelines.
• Assist CSR team as needed and update members on resolution steps.
• Identify escalation trends and contribute to root-cause analysis.
• Support contract performance guarantees by handling inbound/outbound duties and flexible hours.

Skills

Customer service

Communication

Analytical thinking

Technical acumen

Teamwork

Leadership

Education

GED/HS diploma

College coursework desirable

Tools

Word processing

Spreadsheet

Database management

Job description

Sharecare is a digital health company delivering software and services to improve care quality and reduce costs. The role handles escalated member concerns and provides Help Desk support for the Customer Service Team.

The ideal candidate has a GED/HS diploma and at least 2 years in a call center or customer service environment, with strong communication, analytics, and teamwork skills to resolve inquiries efficiently.