Customer Experience Specialis, Clarity Recruiting, NY, US

We're looking for a Customer Experience Specialist (CXS) for a 16 week contract at one of our startup clients. This is a Tier 2 role focused on resolving moderately complex customer inquiries , particularly those related to health insurance and product workflows . As a CXS, you'll serve as a subject matter expert , handling escalated tickets from Tier 1 associates and working cross-functionally to deliver fast, accurate resolutions at scale.

This is an execution-focused role — perfect for someone who thrives in high-volume environments, excels at troubleshooting complex issues, and takes pride in delivering exceptional customer experiences.

What You’ll Do

• Resolve Tier 2 Support Tickets: Manage escalated or complex inquiries that require specialized knowledge in insurance, tooling, or product workflows.
• Support CX Associates (CXAs): Act as the first point of escalation, coaching or taking over cases when needed.
• Drive Workflow Improvements: Identify patterns, flag systemic issues, and collaborate with Ops and Leadership to improve processes.
• Own Documentation & Accuracy: Ensure every ticket is clearly and thoroughly documented for quality, auditability, and smooth handoffs.
• Maintain Subject Matter Expertise: Continuously build expertise in health insurance processes, product workflows, and internal tools.

What We’re Looking For

Must-Have Experience:

• 2+ years in a customer support or CX role, ideally in healthcare, fintech, or start-up environments.
• Hands-on experience handling high-priority or escalation queues .
• Proficiency with live support channels (chat and/or phone), in addition to email.
• Strong ability to multitask, prioritize, and manage a high-volume queue efficiently.
• Exceptional problem-solving , de-escalation, and written communication skills.
• Experience using tools like Zendesk (or similar ticketing systems).

Nice-to-Haves:

• Experience using automation or AI tools in support environments.
• Past experience as a peer coach or subject matter expert .