Lead Customer Service Representative

Sharecare

Lead Customer Service Representative at Sharecare handling escalated inquiries and providing Help Desk support. Requires hybrid work arrangement between on-site and remote.

Posted 7/10/2026full-timeSomerville • Massachusetts • 🇺🇸 United StatesSenior💰 $25 per hourWebsite

About the role

Key responsibilities & impact

Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.
Researching, responding, and providing a resolution, within the appropriate timeframe , to member inquiries submitted via phone, chat, email, or fax.
Provide support for the customer service team through the manning and operation of the Help Desk.
Serving as a resource and assisting the team of Customer Service Representatives (CSR’s) with questions related to escalated or technical issues.
Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.
Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first call resolution.
Identifying trends in escalations and preparing data used to identify root cause analysis.
Supporting contract performance guarantees by performing other duties as deemed necessary; answering inbound calls, assisting with outbound campaigns.
Ability to work flexible hours and shifts.

Requirements

What you’ll need

GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses.
College course work is desirable.
Minimum of 2 years previous call center or customer service experience.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Sharecare Website LinkedIn All Job Openings 1001 - 5000 employees Founded 2010 ⚕️ Healthcare Insurance ☁️ SaaS 🧘 Wellness 💰 $425M Post-IPO Equity on 2021-07 Healthcare Insurance
SaaS
Wellness Sharecare is a comprehensive digital health platform designed to improve overall well-being. It provides tools and resources to help individuals manage various aspects of their health, such as physical, mental, and financial wellness. Sharecare offers personalized health navigation through its digital window, helping members track healthy habits, receive research-backed health tips, and access digital therapeutics across various conditions, including asthma and women's health. The platform integrates AI capabilities to empower users to manage their health data effectively. Partnering with CareLinx, Sharecare extends caregiving into homes, leveraging technology for data analytics and real-time coordination with clinical teams. Additionally, Sharecare collaborates with various organizations to enhance community health and well-being through innovative initiatives like the Community Well-Being Index. Its mission is to make healthcare resources more accessible and improve health outcomes while reducing care costs. Lead Customer Service Representative 🔥 30 minutes ago 🏢🏡 Somerville – Hybrid 💵 $25 / hour ⏰ Full Time 🟠 Senior 💝 Customer Support 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.
Researching, responding, and providing a resolution, within the appropriate timeframe , to member inquiries submitted via phone, chat, email, or fax.
Provide support for the customer service team through the manning and operation of the Help Desk.
Serving as a resource and assisting the team of Customer Service Representatives (CSR’s) with questions related to escalated or technical issues.
Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.
Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first call resolution.
Identifying trends in escalations and preparing data used to identify root cause analysis.
Supporting contract performance guarantees by performing other duties as deemed necessary; answering inbound calls, assisting with outbound campaigns.
Ability to work flexible hours and shifts. 🎯 Requirements
GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses.
College course work is desirable.
Minimum of 2 years previous call center or customer service experience. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Applicant Tracking System Keywords

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Hard Skills & Tools

Call Center OperationsData AnalysisTechnical SupportEscalation ManagementFirst Call Resolution

Soft Skills

CommunicationTeam CollaborationReliabilityFlexibility

Certifications

GEDHigh School Diploma