Customer Care Product & Technology Liaison

About the role

Are you passionate about improving customer experience and driving meaningful change? Do you enjoy taking ownership of projects and initiatives from concept to completion? Are you a strong relationship builder who thrives on collaboration and can translate business needs into practical solutions? Do you enjoy identifying opportunities to improve processes, leverage technology and help teams adapt to change?

Responsibilities

• Serves as the bridge between Customer Care and key partners across Product, Technology and IT Operations.
• Serves as the primary intake point for feedback on internal system performance and usability from Customer Care teams.
• Manages the intake process by assessing issue frequency, severity, and urgency; applying strategic judgment to distinguish broader trends from isolated incidents or items requiring further investigation.
• Serves as the first line of support for third-party products (e.g., Tax, CSID), addressing inquiries, troubleshooting issues, and coordinating escalation when needed.
• Translates feedback into clear, actionable guidance for Product and Technology partners.
• Collaborates with leadership to ensure documentation and Knowledge Tree (KT) tools remain current, and helps drive team awareness and readiness for Business Continuity Plan (BCP) activation and disaster recovery scenarios.
• Partners with Customer Care Leadership to define areas of improvement and training opportunities at the team level.
• Leads training for Customer Care team on technology systems and product offerings, driving readiness and confidence in role execution.
• Provides feedback and recommendations to Supervisors and Manager, Customer Care regarding procedures, processes, and systems to improve customer experience.
• Serves as a positive role model by representing ARAG at its Best.

Requirements

• Strong working knowledge of Microsoft productivity tools and Co-Pilot that support operational efficiency and customer experience.
• Leverages knowledge of systems, tools, and product functionality to identify how technical performance impacts the member experience and drives opportunities for improvement.
• Demonstrates understanding of current systems and platforms used within Customer Care, including how they integrate and support end-to-end processes.
• Working knowledge of project management principles, enabling effective participation in cross-functional initiatives, prioritization of work, and tracking of deliverables.
• Ability to analyze trends or system performance data to inform improvements.
• Leading training and/or enablement efforts related to system or process changes.
• Understanding of how to provide excellence in customer service.
• Proven expertise and understanding of the products, certifications, and administrative system used.

Skills

• Strong communication skills with the ability to convey complex systems, data, and concepts in clear, business-friendly language.
• Detail-oriented, highly organized, and capable of managing multiple priorities simultaneously.
• Exceptional verbal and written communication skills.
• Strong relationship building skills. Ability to effectively give and receive feedback.
• Positive, enthusiastic, and cooperative approach.
• Able to identify trends and gaps to improve the customer experience.
• Able to maintain confidentiality.

Qualifications

• Bachelor’s Degree in Business, Technology, or a related field preferred; or equivalent experience demonstrating strong knowledge of Customer Care operations, systems, product functionality, and participation in cross-functional or project-based work.
• 4+ years of experience working with customer-facing systems and Customer Care operations, with a demonstrated impact on improving end-to-end customer experience.
• Exposure to AI-enabled tools or workflow automation preferred.