Customer Success Manager (Licensed Health Insurance Representative), Kyra Health
25Madison
About Us
Kyra Health is a leading ICHRA (Individual Coverage Health Reimbursement Arrangement) administrator, helping employers offer flexible, affordable healthcare options to their employees. Our team is committed to delivering a seamless and supportive experience throughout the entire member journey from enrollment to renewal.
About the Role
The Customer Success Manager is a licensed health insurance expert who supports our members through their ICHRA journey, from enrollment through renewals, while playing a strategic role in scaling our service model through tooling and automation.
You will be part of a cross-functional team working closely with product and engineering to identify friction points in the member experience, propose solutions, and help us reduce manual support through smart design.
You’ll still be hands-on with members, but your real superpower will be turning repeated questions into self-service solutions, turning manual tasks into automated workflows, and helping us build a tech-enabled, scalable service engine for the future.
Key Responsibilities
- Serve as a licensed expert on ICHRA, ACA, and individual market health coverage for our members and employer clients
- Guide members through the enrollment process, benefit selection, billing, reimbursements, and renewals
- Answer member questions across channels (phone, chat, email) with accuracy, empathy, and clarity
- Identify patterns in support tickets and surface insights to product and engineering teams
- Help spec out improvements to FAQs, portals, automation tools, and workflows based on support trends
- Support implementation of new tools or processes aimed at reducing support volume and improving member autonomy
- Collaborate with compliance to ensure all communication and processes meet regulatory requirements
- Maintain documentation and case notes within our CRM and support systems
- Ensure personal and team-wide adherence to licensing, E&O, and HIPAA standards
Requirements
- Active health insurance license in Resident state (required)
- 2+ years of experience in health insurance customer service, enrollment, or call center support
- Familiarity with ICHRA, ACA plans, or individual market health insurance is highly preferred
- Excellent communication skills and a customer-first mindset
- Strong problem-solving skills and attention to detail
- Comfortable using CRM and support software
- Ability to thrive in a fast-paced, high-volume environment
- Bilingual in Spanish Is required
What We Offer
- Competitive salary and benefits
- Opportunity to shape the future of how healthcare is delivered and supported
- A product-driven culture that values frontline insights and operational feedback
- Room to grow and influence the evolution of the customer experience
