Customer Experience Specialist

About the Role

Insight Global is seeking a Customer Experience Specialists to join a fast-growing travel insurance team in Richmond, VA. This role is critical in delivering a high-quality, empathetic experience for travelers both domestically and internationally.

You’ll work in a fast-paced, team-oriented environment where customer service excellence is the top priority. If you thrive in a dynamic setting and enjoy helping others solve problems in real-time, this is a great opportunity to grow your career.

What You’ll Do

• Deliver exceptional, customer-first service with speed, empathy, and professionalism
• Handle inbound calls, emails, and chat inquiries from travelers across the U.S.
• Provide real-time support for travel needs and emergency situations
• Coordinate with travel and medical providers to resolve issues
• Track and monitor travel updates and customer cases
• De-escalate concerns and resolve issues efficiently
• Manage multiple communication channels simultaneously
• Partner with internal teams to improve processes and customer outcomes

What We’re Looking For

• Experience in customer service or call center environments
• Strong communication skills with the ability to handle high-volume interactions
• Ability to multitask and stay organized in a fast-paced environment
• Problem-solving mindset with a focus on customer satisfaction
• Comfortable working flexible schedules, including evenings and weekends (as needed)

This is a hybrid role operating across 3 different shift schedules. It is 3 days on site and the remainder being remote