We’re a health insurance company that acts like a technology company. We’re using software, data science and telemedicine to make health insurance more affordable, easier to access and more of a delightful experienceWe are looking for a detail‑oriented and process‑driven Senior Reliance Care Associate to strengthen the quality and effectiveness of our customer support operations across phone, chat, and email. The ideal candidate will bring strong experience in quality assurance, customer service excellence, and support‑tool optimization, with a passion for improving both team performance and the customer experience.
This role is perfect for someone who is both analytical and collaborative, thrives in a fast‑paced environment, and is committed to driving continuous improvement across support teams and systems.
As the Senior Reliance Care Associate, you will:
Quality Assurance
Check the quality of customer conversations across phone, chat, and email to make sure they meet our standards
Create and use scorecards to measure how well team members are doing
Run regular checks (audits) to find problems and areas where we can do better
Make sure the team follows our rules and meets our service level agreements (SLAs)
Find ways to improve how we work and make customers happier
Team Leadership and Coaching
Lead and support a team of 10 or more customer support agents
Have regular one-on-one meetings to give feedback and help team members grow
Train team members on how to handle difficult customer situations
Create plans to help each person on the team get better at their job
Handle escalating customer issues that need senior attention
Complex Case Management
Manage difficult customer cases that involve multiple health issues or tricky situations
Work with other teams (like medical, claims, or operations) to solve complex problems
Oversee emergency scenarios and make sure serious cases are handled properly
Make sure problems that are not solved on the first contact are followed up and closed
Data and Reporting
Use data to find patterns, problems, and opportunities to improve
Create reports and dashboards to track team performance (CSAT, AHT, FCR, QA scores)
Share insights with leadership to help make better decisions
Track and report on whether we are meeting our SLAs and turnaround times
Systems and Process Management
Set up and manage Zoho Desk to help the team work efficiently
Create workflows, automation rules, and ticket routing to speed up work
Design templates and macros so the team can respond to customers faster
Write and update Standard Operating Procedures (SOPs) for the team to follow
Requirements
Bachelor’s degree (any discipline)
Must have completed NYSC or have a valid letter of exemption
Minimum 3 years’ experience in customer support operations
Minimum 1 -2 years’ experience in quality assurance (checking work quality, creating scorecards, coaching team members
Experience leading or supervising a team of 5 or more people
Experience using any ticketing or helpdesk software (e.g., Zendesk, Freshdesk, Intercom, Zoho Desk)
Good skills in Excel or Google Sheets (can create reports, use formulas, make charts)
Strong written and spoken communication skills
Nice To Have
Experience with Zoho Desk specifically
Experience in health tech or health insurance industry
Experience with data analysis or basic SQL
Experience setting up automation and workflows in support software