Remote-Supervisor, Customer Success

Alignment Health

4d•$58,531 - $87,797•Remote

About The Position

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together. The Remote Supervisor, Customer Success, leads a high-performing team responsible for managing executive-level and high-visibility member escalations. This role ensures urgent and complex concerns are resolved with empathy, urgency, accuracy, and full ownership aligned with Caring Connections. The Supervisor drives service recovery excellence, root cause analysis, and enterprise-wide accountability while serving as a strategic partner across departments. Using data and hands on knowledge, this position blends operational leadership, executive communication, regulatory compliance, and continuous improvement to strengthen member trust and organizational performance.

Requirements

3+ years customer service experience in healthcare insurance plan
2+ years supervisory experience in call center, escalation, or service recovery environment
Strong knowledge of Medicare Managed Care
High school diploma or GED required with required work experience
Proficiency in Excel, PowerPoint, SharePoint, and Power BI
Experience with Teams and CRM/case management systems
Strong data analysis and reporting capability
Executive presence with verbal and written communication excellence
Emotional intelligence and conflict resolution
Root cause analysis and systems thinking
Decision-making under pressure
Ability to influence cross-functionally
Leadership ability to coach and develop team using performance dashboard and metrics

Nice To Haves

Executive-level escalation management preferred
Bilingual (English/Spanish) preferred
Bachelor’s degree in Healthcare Administration, Business, or related field preferred

Responsibilities

Operational & Escalation Leadership Oversee daily Customer Success operations, including triage, case assignment, productivity metrics and SLA adherence
Serve as escalation point for complex, sensitive, or enterprise-level concerns
Review and approve executive and regulatory responses for quality, tone, and compliance
Ensure structured service recovery and first-call resolution whenever possible
Team Leadership & Performance Management Supervise Customer Success Specialists and could expand if future needs
Ensure continual support of Caring Connections
Coach team on empathy, de-escalation, documentation accuracy, and ownership mindset
Conduct quality audits and manage performance aligned to KPIs ex. resolution time, quality, satisfaction and productivity
Support hiring, onboarding, and performance development
Collaborates with Workforce Management on staff/schedule needs; may expand beyond Mon-Fri 8-5p.
Cross-Functional Partnership & Continuous Improvement Partner with Claims, Enrollment, Provider Services, UM, Pharmacy, Compliance, Sales, and vendors to resolve escalations
Conduct root cause analysis and corrective actions identifying trends
Deliver executive reporting on risks, trends, and corrective action plans
Drive enterprise accountability to prevent recurrence of member-impacting issues
Compliance & Governance Ensure all complaints and grievances comply with Medicare Managed Care regulations
Ensure strict adherence to HIPAA, privacy, and data integrity standards