Supervisor, Customer Support

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

📋 Description

• Lead, mentor, and develop a customer support team.

• Provide daily supervision, performance evaluations, training, mentoring, and support.

• Oversee and manage SLAs, productivity, quality, accuracy, and operational performance across clerical and clinical workflows.

• Identify performance challenges and implement timely corrective measures.

• Create, execute, and sustain a quality program with measurable standards, monitoring, reporting, coaching, and ongoing improvement.

• Investigate and resolve intricate customer and operational issues.

• Escalate concerns related to service levels or performance.

• Collaborate with management and cross-functional teams.

• Review operational and client reports while ensuring data integrity and monitoring daily transactions.

• Identify performance trends and potential opportunities.

• Offer recommendations to leadership aimed at enhancing service delivery, employee performance, and customer satisfaction.

⛳️ Requirements

• At least 2 years of direct supervisory experience.

• Proven experience in supervising a team of 5 or more employees.

• Background in customer service, contact center operations, healthcare operations, claims, clinical support, or a related service environment.

• Experience in managing SLAs, KPIs, quality, productivity, performance metrics, and operational reporting.

• Knowledge in developing, implementing, or managing a quality assurance/quality monitoring program.

• Strong leadership, analytical, problem-solving, organizational, and communication abilities.

• Capability to manage complex clerical and clinical workflows.

• Proficient in resolving escalated issues while collaborating with employees, management, clients, and cross-functional teams.

• Applicants must reside within the United States.

• Flexibility in scheduling and availability on weekends is required.

• A private, distraction-free workspace is necessary.

• Reliable hard-wired high-speed internet with a minimum of 25 Mbps download and 10 Mbps upload; Wi-Fi is not allowed as the primary connection.

🏝️ Benefits

• Medical, dental, and vision benefits.

• 401(k) options.

• 401(k) employer match.

• Flexible vacation policy.

• Educational assistance.

• Leadership and technical development academies.

• Work flexibility.

• Opportunities for learning and career development.