Top Customer Support Jobs in Baltimore, MD

This role focuses on optimizing customer support operations using AI tools, managing support technology, and improving workflow efficiency to enhance customer satisfaction and productivity.

Own and optimize AI-powered support tools (chatbots, agent copilots, knowledge retrieval, automation). Monitor performance, identify automation opportunities, create and test prompts/workflows, maintain training data, coordinate integrations, and produce documentation and training for support teams.

Provide technical customer support for PointClickCares cloud-based healthcare software, troubleshooting simple to moderately complex issues, documenting via help desk tickets, using knowledge base resources, collaborating cross-functionally, meeting service KPIs, and supporting long-term care facility workflows. Role requires rotating shifts and occasional overtime/on-call.

Provide remote customer support via phone and email, monitor live trips, resolve and escalate issues, document interactions in Sprinklr, coordinate with internal teams, and support continuous improvement and training efforts. Must work flexible nights and weekends.

Monitor and evaluate customer interactions (calls, emails, chats) for quality and compliance, report findings, participate in calibration sessions, support scoring consistency, maintain program knowledge, and drive continuous improvement initiatives.

Coordinate and manage the settlement/closing process by communicating with agents, buyers, sellers, and third parties. Gather required information, provide quotes and explanations about title insurance, resolve issues, and deliver excellent customer service throughout closings.

Lead and train a small remote customer support team, ensure tickets meet SLA, develop training and knowledgebase, maintain metrics and documentation, and handle direct email/chat support queries.

Provide compassionate bilingual (Spanish) customer service to Medicaid dental members via inbound calls. Capture and update member data, research and escalate complex issues, ensure HIPAA compliance, navigate healthcare programs and systems, and work scheduled Eastern Time shifts in a 100% remote call center.

Handle telephonic patient medication assessments, register patients, enter prescription data, educate patients and facilities on services, maintain records, meet performance metrics, and coordinate with pharmacy teams to grow referrals and ensure accurate care.

Provide consultative financial counseling to learners on federal student aid, FAFSA, military and employer benefits, payment plans, and billing. Engage via high-volume inbound/outbound calls, chat, email, and SMS; document interactions in CRM; collaborate with Admissions, Financial Aid, and Success Coaches to resolve balances and support enrollment and retention.