Customer Support Specialist

As a Customer Support Specialist, you will be at the forefront of our commitment to service excellence. Your primary role will be to provide prompt and successful resolution of support queries across multiple channels including email, phone, and messaging. you will execute a variety of tasks including responding to member inquiries about their program, managing escalations, interfacing directly with enterprise customers, and maintaining high levels of customer satisfaction (CSAT). You will also handle support ticket resolutions, escalation handling, key account support, content management, conflict resolution, and team collaboration. Analyze support trends, CSAT feedback, and member comments to identify friction points and opportunities, communicating key findings and suggesting enhancements to the product or process teams.