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Job description
Job Title
Lead and grow a team of 4-5 full-time advocates, scaling up during peak periods as needed. Hire thoughtfully, coach consistently, and help people get visibly better at their customer service craft.
Own our carrier and marketplace relationships, along with the day-to-day work of getting enrollments processed and issues put to bed.
Stay close to complex cases, helping resolve escalations, spot patterns, and turn recurring issues into better processes.
Own the member experience across enrollment, eligibility, carrier issues, marketplace questions, and follow-up support.
Partner with engineering to bring AI and agentic tools into the workflow — deciding where automation genuinely helps and where a human needs to stay close.
Build the training, onboarding, QA standards, reporting, and operating rhythms that help the team scale without losing quality.
Use data to understand team performance, member needs, volume trends, resolution times, and where the function can keep getting better.
Bring insights from the front lines back to leadership, product, and operations.
A real love of customer experience, and a clear point of view on what great support should feel like in health insurance.
Hands-on experience with health insurance and enrollment, including open enrollment, eligibility, life events, carrier workflows, marketplaces, TPAs, and the real-world friction members run into.
High emotional intelligence and a natural pull toward leading, coaching, and developing a team.
A deep belief in training, with a track record of people who grew because you taught them.
Strong operational judgment around when to escalate, when to solve, when to document, and when a process needs to change.
The ability to bring structure to complicated workflows without making the work feel heavier than it needs to be.
Genuine curiosity about AI, automation, and agentic tools, with the instinct to build toward where customer support is heading instead of protecting the old way of doing things.
Comfort staying close to the day-to-day work while also building the standards, systems, and team rhythms that help the function scale.
Worksite address
miami, FL, 33222, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.