Client Support Supervisor

This is a fully remote position, open to applicants in New York.

📋 Description

• Lead and mentor a team of client support representatives, evaluating their work and providing constructive feedback to enhance performance and quality.

• Conduct individual meetings and performance evaluations, boost team morale, and encourage career growth.

• Manage departmental specialty projects, supervise their execution, and assess project effectiveness.

• Provide weekly reports on team productivity and quality performance, identifying trends and action plans.

• Oversee staffing levels through scheduling and strategic planning; recommend operational adjustments.

• Engage in setting performance metrics and refining SLAs in collaboration with stakeholders.

• Develop and implement corrective action plans for representatives who are not meeting performance and quality standards.

• Assist in the recruitment of support representatives and aid new hires in achieving production goals.

• Handle weekly payroll responsibilities and take part in designated leadership training.

• Supervise CRM ticket inboxes and queues; manage leadership queues while ensuring timely responses.

• Allocate representatives to queues to mitigate backlog growth.

• Utilize QA software to document coaching results.

• Stay informed about policies, procedures, and customer feedback.

• Investigate service disruptions, coordinate resolutions, and communicate effectively with support representatives.

• Create and implement service policies, updates, and customer service documentation.

• Identify trends and suggest enhancements to policies, procedures, tools, resources, and SOPs.

• Attend interdepartmental meetings and share insights regarding end-user and representative experiences.

• Collaborate with Specialists, Leads, Training, Quality, and Content teams to address escalations and maintain effective knowledge resources.

• Perform additional related tasks as required.

⛳️ Requirements

• A Bachelor's degree from an accredited four-year institution.

• A minimum of 2+ years of direct experience in managing and developing contact center support representatives, preferably within a telehealth setting.

• Familiarity with tools such as Zendesk, Atlassian (Confluence, Jira), Stripe, and Looker is advantageous.

• Exceptional computer and technology skills.

• Excellent organizational and project management abilities.

• Strong communication skills, both written and verbal.

• Proven leadership skills in people management (coaching, staffing, planning).

• Solid decision-making and process enhancement capabilities.

• Self-motivated, capable of working independently and effectively prioritizing tasks.

• Excellent time management skills with a strong sense of urgency.

• Experience in managing and developing standard operating procedures.

• A passion for providing an exceptional customer experience.

• Reliable internet connection is required.

• Knowledge or experience in telehealth, telemedicine, or health plans.

• Experience (or a strong interest) in working in a dynamic, fast-paced environment.

• Experience with managing third-party vendors.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision plans coverage from day one.

• Pre-tax benefits: HSA/FSA.

• 401k Retirement Savings Program with matching contributions up to 4%.

• Voluntary benefits including disability, basic life, or pet insurance, among others.

• Monthly Wellness Stipend to encourage mental and physical self-care.

• Flexible PTO and a Remote First Environment.

• Regular team events, including Wellness Workshops and Team Building activities.

• Free access to Talkspace products for you and one household member, along with a friends and family discount.

• Enjoyable company-wide events.

• Happy hours.

• Wellness perks.

• Competitive benefits package.