Member Service Guide, Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and develop Guides through customized plans and constructive feedback.

• Conduct one-on-one meetings, observations, and call evaluations to ensure quality and foster improvement.

• Evaluate individual strengths and tailor coaching methods to deliver actionable feedback.

• Cultivate a psychologically safe and transparent environment that prioritizes authenticity.

• Act as a player-coach when necessary.

• Navigate the team through organizational changes with openness.

• Support talent acquisition efforts by interviewing and recommending candidates.

• Oversee team metrics, including quality, productivity, compliance, and attendance.

• Clearly communicate the reasoning behind metrics to inspire Guides.

• Address performance gaps swiftly with defined paths for improvement.

• Ensure compliance with service levels, quality, and regulatory standards.

• Professionally manage escalated interactions and utilize them as coaching opportunities.

• Identify process inefficiencies and enhance workflows, tools, and member experiences.

• Advocate for AI and automation, pilot new solutions, and facilitate team adoption.

• Collaborate with cross-functional teams to improve resolutions.

• Assist the broader Guide organization during peak periods or volume increases.

• Provide context and actionable insights to upper management.

• Advocate for resources and improvements that benefit both the team and the members.

⛳️ Requirements

• Bachelor’s degree or equivalent experience.

• Proven leadership experience in a metrics-driven call center or high-volume customer service environment.

• Demonstrated capacity to convert operational data into motivating and actionable coaching.

• Strong interpersonal abilities, empathy, and professionalism to handle sensitive situations while effectively leading as a hands-on player-coach.

• Proactive ownership mentality with a commitment to continuous improvement.

• Adaptability, resilience, and a growth mindset in dynamic environments.

• Experience managing frontline teams in a contact center or healthcare setting.

• Background in health insurance operations; experience with Medicare Advantage is a plus.

• Strong analytical skills to identify trends and opportunities for improvement.

• Bilingual in English and Spanish is strongly preferred.

• Familiarity with compliance and documentation in highly regulated environments.

🏝️ Benefits

• Employer-sponsored health, dental, and vision plan with low or no premium.

• Generous paid time off.

• $100 monthly stipend for mobile or internet expenses.

• Stock options available for all employees.

• Bonus eligibility for all roles, excluding Director and above.

• 401K program.

• Parental leave program.