Field Support Supervisor – Customer Success

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Overseeing team performance and productivity by establishing clear goals and expectations, and holding team members accountable for meeting them.

• Serving as an escalation point for the team to provide assistance in challenging or complex situations and inquiries.

• Promoting team morale and cultivating a supportive and positive work environment.

• Collecting and relaying feedback from team members and member care specialists as needed.

• Ensuring the accuracy of the team's work by sharing correct information and feedback, while also ensuring that quality assurance feedback is consistently calibrated.

• Monitoring and coordinating the activities and movements of agents, providing field assistance as needed to guarantee a positive experience for members and groups.

• Collaborating with the Training team to facilitate smooth onboarding for new agents.

• Partnering with the Workforce team to maintain schedule adherence, service levels, and other efficiency metrics.

• Managing and coordinating travel arrangements for field agents, ensuring reliable transportation and the ability to navigate all agent territories as required.

• Assessing employee performance and conducting performance evaluations.

• Handling necessary disciplinary actions for employees as needed, including termination, while maintaining detailed records of such interactions.

• Creating performance metrics tailored to the field agent team and continuously enhancing team structure and processes through ongoing learning.

• Performing other job-related responsibilities as assigned.

⛳️ Requirements

• Candidates must be located in Ohio, Georgia, or Florida to be eligible for this position.

🏝️ Benefits

• Competitive salary and equity package.

• Comprehensive Medical, Dental, and Vision insurance benefits.

• A 401k retirement savings plan.

• Paid vacation and company-recognized holidays.

• Opportunity to make a significant impact at a rapidly growing mission-driven company that is transforming healthcare across the U.S.