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

📋 Description

• Lead a team of Member Support Representatives by offering consistent coaching, constructive feedback, and conducting performance evaluations.

• Track both individual and team performance against essential metrics such as call volume, ticket resolution, and quality/manager feedback.

• Act as the primary escalation point for member issues that go beyond the resolution capabilities of representatives.

• Oversee daily team operations, ensuring a balance between live call coverage and the management of the ticket queue.

⛳️ Requirements

• Proven experience in a remote, high-volume environment managing complex cases or coordinating care, preferably in a leadership, supervisory, or senior agent role.

• Strongly preferred is previous experience in people management or as a team leader.

• Ideally, have a background in healthcare or another highly regulated field (such as finance or payment processing).

• Familiarity with call center and ticketing systems (e.g., Zendesk) is preferred.

• Must possess reliable high-speed internet access (minimum ~100 Mbps download / 20 Mbps upload) and a completely private, secure, and quiet workspace.

• Availability should be flexible, including the capacity to work later shifts and occasional weekends.