• Deliver an exceptional client and partner experience as the primary day to day point of contact for Jiko clients and partners. • Provide timely, high-quality service and guide clients by evaluating, resolving, or escalating issues, and collaborating on and improving support and operational processes. • Support critical account operations (onboarding, account opening, wire transfers, reporting) by working seamlessly with operations, compliance, success and sales teams. • Ensure customer satisfaction by owning issues through resolution and acting as the consistent voice of the customer within Jiko. • Capture and relay client feedback and feature requests to Product and Engineering to drive customer-centric enhancements. • Maximize client understanding and platform adoption through education, enablement, feature workflow guidance, and by contributing to help content development. • Help the team build and scale by analyzing trends, assisting with reporting, and optimizing our systems and workflows.

• Responding to and resolving customer tickets, calls and queries related to the Employment Hero HR Platform in a timely manner. • Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers. • Proactively analyse and understand product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements. • Conduct/triage customer support issues and assign to the appropriate team or resolve where possible. • Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads. • Working with customers across multi channels (email, chat, phone) to understand their organisational workflow and how the platform can support them to maximise their people processes. • Leveraging Zendesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs) • Proactively contribute feature requests and Help Centre suggestions, where warranted and using customer insights.

About the Role We are seeking a dynamic Senior Customer Experience Specialist, Customer Support to join our pharmacy team. This role will support our pharmacy quality management platform, working directly with healthcare providers, payers, and pharmacy networks to ensure exceptional customer experiences and drive value-based care initiatives. You will be a key liaison between our pharmacy stakeholders and internal teams, resolving complex issues while contributing to the continuous improvement of our services. A Day in the Life Resolve complex pharmacy-related issues, including medication adherence and Star Ratings. Provide advanced support for the EQUIPP® platform and act as the main escalation point. Collaborate with pharmacies, health plans, and providers to improve quality performance. Maintain accurate CRM records and track support metrics for continuous improvement. Deliver client training, support onboarding, and contribute to knowledge base content. Work with cross-functional teams to address recurring issues and enhance product functionality. Support quality reporting and value-based care initiatives. What You Need Bachelor’s degree (advanced degree preferred) 5+ years in customer support, preferably in healthcare or pharmacy tech Knowledge of pharmacy operations, medication management, and quality programs. Proficient in CRM tools (Salesforce, Zendesk) and data analysis (SQL, Excel) Strong understanding of Star Ratings, CMS, and value-based care Excellent communication, problem-solving, and attention to detail Comfortable working independently in remote/hybrid setups Experience with health IT platforms and cross-functional collaboration Project management skills; certifications a plus We offer competitive benefits to set you up for success in and outside of work. Here’s What We Offer Generous Paid Time Off : Recharge and relax with 22 days of fixed time off per year, in addition to company holidays—because we believe work-life balance fuels performance. Best-in-Class Parental Leave : Spend quality time with your growing family. We offer one of the industry’s most generous parental leave policies to support you during life’s most important moments. Recognition & Rewards : We celebrate wins—big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work won’t go unnoticed. Comprehensive Insurance Coverage : Stay covered with medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance. Innovaccer Inc. is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where all employees feel valued and empowered regardless of any characteristic protected by federal, state or local law including, without limitation, race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, medical condition, disability, age, marital status, or veteran status. Innovaccer Inc. participates in the E-Verify program to confirm employment eligibility of all newly hired employees based out of the U.S. and employed by Innovaccer Inc. For any additional information, please visit the below websites: E-Verify Right to Work (English) Right to Work (Spanish) Disclaimer : Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at px@innovaccer.com. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We’re seeking a Remote Associate — a motivated individual ready to lead, learn, and grow into a leadership role. Work from wherever you’re most productive, gain mentorship from top leaders, and contribute to a rapidly expanding team. - Lead and support our remote customer service team, delivering exceptional client experiences. - Use virtual tools to manage and mentor team members across multiple locations. - Learn from leadership, picking up skills and strategies to advance your career. - Share innovative ideas to improve team performance and client satisfaction. - Maintain professionalism and build strong, lasting relationships with clients and colleagues. Qualifications - Management experience is a plus, but eagerness to learn and grow is most important. - Strong interpersonal skills and natural leadership ability. - Comfortable working remotely and thriving in a fast-paced, dynamic environment. - Motivated to advance in a career with growth and leadership opportunities. - Positive, adaptable, and solution-oriented mindset. Benefits - Flexible schedule and 100% remote work — work from anywhere with Wi-Fi. - Mentorship from experienced leadership to accelerate your career growth. - Competitive, performance-based pay with opportunities for advancement. - Be part of a dynamic, forward-thinking team that values innovation and impact. Company Description