Specialty Services Navigator

About the role

The Specialty Services Navigator provides high-touch operational and client support across complex service workflows. This role combines case management, issue resolution, specialized coordination, and project-based work.

Responsibilities

• Provide high-touch operational support, specialized coordination, and critical issue resolution across a variety of client workflows.
• Manage complaints and escalations from initial investigation through resolution, ensuring timely, thorough, and professional follow-through.
• Identify process gaps, surface recurring issues, and advocate for clients when appropriate to improve service quality and outcomes.
• Prioritize client safety and wellbeing by recognizing potential concerns and appropriately triaging cases to ensure the right level of support.
• Collaborate with cross-functional teams to investigate and resolve complex issues while bringing front-line insight into client needs and operational challenges.
• Support inbound and scheduled client communications, including complex interactions by phone and email.
• Participate in specialized projects, process improvements, and administrative initiatives as assigned.
• Demonstrate initiative by identifying opportunities for improvement and taking ownership of additional responsibilities where needed.
• Maintain a professional, empathetic, and client-focused approach across all interactions.
• Remain available in the live inbound phone queue for approximately 80% of scheduled shifts and support holiday coverage when required.

Requirements

• At least 6 months of above-standard performance as a Client Support Specialist or in a comparable role.
• Strong client support and clinical knowledge, with a proven ability to handle detailed and complex casework accurately and thoroughly.
• Exceptional written and verbal communication skills, particularly when collaborating with cross-functional teams and communicating with clients.
• Proven ability to manage inbound and scheduled calls as well as complex client communications through email.
• Strong critical-thinking, analytical, and problem-solving abilities, with the judgment to resolve issues and provide meaningful feedback on the client experience.
• Demonstrated initiative, creativity, and adaptability, with the ability to identify opportunities, develop solutions, and take ownership of new projects.
• Strong organizational skills and the ability to balance competing priorities independently in a fast-paced environment.
• A self-directed, dependable, and collaborative working style, combined with a professional and friendly approach to client interactions.
• Ability to work one of the following scheduled shifts: Sunday–Thursday, 8:00 a.m.–4:30 p.m. PT, or Monday–Friday, 9:30 a.m.–6:00 p.m. PT.
• Willingness to work holidays when coverage is required.

Benefits

• Compensation: $29–$45 per hour, with placement based on skills, qualifications, experience, and location.
• Comprehensive healthcare coverage, including medical, dental, and vision insurance.
• Flexible spending and health savings account options.
• Life and disability insurance.
• Access to coaching and therapy services.
• Equity opportunities through discretionary restricted stock units.
• Paid vacation, sick time, and company holidays.
• Paid parental leave.
• 401(k) plan with up to 3% company matching.
• Monthly technology allowance.
• Wellbeing initiatives, community celebrations, employee activities, and other perks.
• Full-time remote work environment.