Customer Support Supervisor

Job Summary

Leading a team in a full-time remote capacity, the Customer Support Supervisor will oversee daily operations, ensure adherence to service-level agreements (SLAs), and drive quality improvement initiatives within a healthcare service environment.

Key responsibilities:

• Lead, coach, and develop a customer support team, providing performance feedback and training to meet established expectations
• Monitor and manage SLAs, productivity, and operational performance, identifying and addressing performance issues promptly
• Develop and maintain a quality program with measurable standards and continuous improvement activities across the operation

Required qualifications:

• Minimum of 2 years of direct supervisory experience in a customer service or healthcare operations environment
• Experience supervising a team of 5 or more employees in a relevant service environment
• Proven ability to manage SLAs, KPIs, and operational reporting, with experience implementing action plans for performance gaps
• Experience in developing and managing a quality assurance/quality monitoring program
• Strong leadership and organizational skills with the ability to manage complex workflows and resolve escalated issues