What you'll do

• Lead and grow a team of 4-5 full-time advocates, scaling up during peak periods as needed. Hire thoughtfully, coach consistently, and help people get visibly better at their customer service craft.
• Own our carrier and marketplace relationships, along with the day-to-day work of getting enrollments processed and issues put to bed.
• Stay close to complex cases, helping resolve escalations, spot patterns, and turn recurring issues into better processes.
• Own the member experience across enrollment, eligibility, carrier issues, marketplace questions, and follow-up support.
• Partner with engineering to bring AI and agentic tools into the workflow — deciding where automation genuinely helps and where a human needs to stay close.
• Build the training, onboarding, QA standards, reporting, and operating rhythms that help the team scale without losing quality.
• Use data to understand team performance, member needs, volume trends, resolution times, and where the function can keep getting better.
• Bring insights from the front lines back to leadership, product, and operations.

What you bring

• A real love of customer experience, and a clear point of view on what great support should feel like in health insurance.
• Hands-on experience with health insurance and enrollment, including open enrollment, eligibility, life events, carrier workflows, marketplaces, TPAs, and the real-world friction members run into.
• High emotional intelligence and a natural pull toward leading, coaching, and developing a team.
• A deep belief in training, with a track record of people who grew because you taught them.
• Strong operational judgment around when to escalate, when to solve, when to document, and when a process needs to change.
• The ability to bring structure to complicated workflows without making the work feel heavier than it needs to be.
• Genuine curiosity about AI, automation, and agentic tools, with the instinct to build toward where customer support is heading instead of protecting the old way of doing things.
• Comfort staying close to the day-to-day work while also building the standards, systems, and team rhythms that help the function scale.