Member Service Supervisor

Job Summary

Leading a team of Guides in a full-time remote capacity, the Member Service Supervisor will manage performance, develop team members, and ensure high-quality service delivery across inbound and digital channels in the healthcare sector.

Key responsibilities

• Lead, coach, and develop team members through tailored feedback and performance management
• Manage team metrics to drive improvement and ensure adherence to service and compliance standards
• Identify process gaps and collaborate with cross-functional teams to enhance workflows and member experience

Required qualifications

• Bachelor's degree or equivalent experience in a metrics-driven call center or high-volume customer service environment
• Proven leadership skills with the ability to translate operational data into actionable coaching
• Strong interpersonal skills and professionalism to navigate sensitive situations
• Proactive ownership mindset focused on continuous improvement
• Adaptability and resilience in fast-moving environments