{"id":3291704,"url":"https://alion.io/job/share-care-lead-customer-service-representative-remote","title":"Lead Customer Service Representative - Remote","company":{"id":1780732,"name":"Share Care","domain":"sharecare.com","url":"https://alion.io/company/sharecare","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-09-13T10:46:20Z","employer_posted_date":null,"last_verified_at":"2026-11-12T10:46:36Z","board_verified":false,"closed_at":"2026-11-12T10:46:36Z","days_open":60,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":60},"description":"Job Description:\n\nSharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive better outcomes, and lower costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform – including benefits navigation, care management, home care resources, health information management, and more – Sharecare helps people easily and efficiently manage their healthcare and improve their well-being. Across its three business channels, Sharecare enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value-based care at scale. To learn more, visit .\nEssential Job Functions:\nUnder the supervision of the Customer Service Manager, the Customer Service - Escalations team member’s primary responsibilities include: \n\nHandling escalated member concerns while also providing Help Desk support for the Customer Service Team.  \n\nResearching, responding, and providing a resolution, within the appropriate timeframe, to member inquiries submitted via phone, chat, email, or fax.  \n\nProvide support for the customer service team through the manning and operation of the Help Desk.  \n\nServing as a resource and assisting the team of Customer Service Representatives (CSR’s) with questions related to escalated or technical issues.  \n\nBeing a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.  \n\nPartnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first call resolution.  \n\nIdentifying trends in escalations and preparing data used to identify root cause analysis.  \n\nSupporting contract performance guarantees by performing other duties as deemed necessary; answering inbound calls, assisting with outbound campaigns.  \n\nAbility to work flexible hours and shifts.  \n\nQualifications:\nGED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses.  College course work is desirable. \n\nMinimum of 2 years previous call center or customer service experience \n\nSpecific Skills/ Attributes:\nAbility to work effectively with all levels of management and other colleagues; demonstrating leadership, initiative, and a customer service orientation.   \n\nPossessing analytic skills and a technical acumen; computer competencies should include: word processing, spreadsheet, and database management.  \n\nAbility to work independently but also thrive in a team environment built on information sharing.  \n\nDemonstrating interpersonal abilities used to build relationships that contribute to the team’s success.  \n\nDisplaying sound judgment and critical thinking skills. \n\nExcellent verbal and written communication skills. \n\nDetail oriented and well organized.  \n\nSharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.\nOriginally posted on Himalayas","description_format":"text","description_chars":3381,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Hospitals & Health Systems","Digital Therapeutics","Consumer Health Apps"],"lifecycle":[{"event":"open","at":"2026-10-26T19:52:56Z"},{"event":"expire","at":"2026-11-12T10:46:36Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/share-care-lead-customer-service-representative-remote","json_url":"https://alion.io/job/share-care-lead-customer-service-representative-remote.json","meta":{"generated_at":"2026-11-13T09:50:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20143,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1780732},"rest":"https://alion.io/mcp/rest/get_company?id=1780732"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fshare-care-lead-customer-service-representative-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fshare-care-lead-customer-service-representative-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fshare-care-lead-customer-service-representative-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/share-care-lead-customer-service-representative-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fshare-care-lead-customer-service-representative-remote"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3291704}},{"tool":"search_jobs","arguments":{"company":"sharecare.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3291704},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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