Global Customer Service Quality Expert defining and driving quality standards across CMA CGM’s shipping network. Focused on service excellence, reducing customer effort, and enhancing the customer journey.
About the role
- Senior Support Agent resolving complex pharmacy-related customer issues while improving operational workflows in a fast-growing healthcare tech company.
Responsibilities
- Work a dedicated Client Partner case work queue
- Triage and resolve complex, time-sensitive issues in real time
- Take ownership of refunds, disputes, and high-impact pharmacy workflows
- Identify recurring patterns and recommend workflow or training improvements
- Communicate clearly with Client Partners (Customer Success) and Product when cross-functional alignment is required
- Own escalations from initial intake through final resolution, ensuring clear communication and closing the loop with Client Partners when needed
Requirements
- Bachelor's degree or extensive experience in Customer Support
- Advanced critical thinking and pattern recognition
- Confident decision-making with minimal supervision
- Ownership of complex workflows (e.g., refunds, disputes)
- Peer mentorship and leadership presence
- Deep knowledge of tools, systems, and process gaps
- Strong cross-functional communication
- Proactive problem-solving and escalation handling
Benefits
- Medical / Dental / Vision / 401K package that fits your needs
- Generous Vacation Policy - 15 days of paid vacation in the first year, then increases to 20 days after one year
- 11 Paid Holidays
- Work with a collaborative team at the Signature Tempe Hayden Ferry Regus building, just steps from Tempe Town Lake
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