Operations Support Specialist

Insight Global is seeking a Remote Operations Support Specialist to join our growing Food Operations team. This role supports the day-to-day coordination of the food delivery and nutrition benefit programs- ensuring members get the right food in a timely manner. You’ll handle member and vendor communications, investigate issues, manage escalations, and collaborate cross-functionally with internal teams to keep the programs running efficiently.

The main responsibilities include:

•Respond promptly to incoming emails and tickets from members regarding their food delivery status, referral issues, food partner support, and/ or address basic program inquiries.

•Cross-check internally and coordinate with vendors to confirm order status and troubleshoot delayed deliveries

•Communicate updates to members, RDs, and client contacts with empathy and accuracy

•Contribute to ongoing workflow improvements and documentation updates

•Maintain accurate records of customer interactions and resolutions to facilitate future reference and analysis.

•Act as a liaison between customers and internal teams to ensure effective communication and resolution of issues.

•Stay updated on company policies, procedures, and product offerings to provide accurate information to customers.

•Continuously strive to optimize operational efficiency and enhance customer satisfaction through proactive problem-solving and innovation.

Must Haves:

3+ years of experience in customer support, operations, or healthcare coordination

Strong proficiency with Google Sheets and/or Microsoft Excel

Ability to investigate complex cases and provide clear, empathetic communication

Skilled in investigating disputes and managing escalation claims, with a strong ability to identify root causes

Experience working with vendors, health plans, or insurance providers to resolve member issues

Excellent written and verbal communication skills with the ability to connect with individuals from diverse backgrounds

Adaptable to change - thrives in a fast-moving, start-up environment

Plusses:

Experience with grievances, appeals, or quality assurance within healthcare operations

Background in escalation support or client management

Familiarity with Zendesk and Google Workspace

$18/hr to $20/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.