Care Guide Support Supervisor
Description
Care Guide Support Supervisor
apree health is seeking an experienced, driven, and results-oriented Care Guide Support Supervisor to support our outstanding Customer Support onsite guides in our Sandy, UT office and lead a team of virtual Customer Support Specialists. The successful candidate will be a thoughtful and thorough team leader responsible for ensuring success for the users of the digital experience and other applications. This individual will be responsible for operational oversight and day-to-day leadership of the Customer Support work. The position will report to the Manager of Customer Support.
A successful candidate for this role has contact center experience. The candidate is a strong advocate for users of the organization’s applications, a strategic and analytical thought leader, has direct management experience, and thrives in a dynamic, evolving environment, whose aim is to:
Provide best-in-class support to its customers and users
Contribute to innovation in the organization by acting as a thought partner and subject matter expert on all things related to the contact center and user support
Responsibilities:
Oversee daily operations of a team within a rapidly growing user support contact center
Develop and lead a team of frontline Customer Support Specialists who perform customer support services
Ensure the team meets or exceeds quality goals and service levels
Develop and lead cross-functional initiatives to improve user experience
Collaborate with the larger organization as well as the contact center’s Escalation Team and Process Excellence Team
Handle issue escalation and work to identify trends with customer-reported issues, teammate issues, and process issues
Coach and develop in-office and work-from-home Support Specialist guides to help them provide outstanding support and to grow and develop at apree health
Evaluate user calls, chats, and emails according to our Quality program and be a champion of service excellence
To set job expectations and provide recognition and feedback to Support Specialist guides using metrics and measures regarding quality, customer satisfaction, operation efficiencies, case management, teamwork, etc.
To showcase culture-building behaviors by living and promoting apree health values
Prioritize projects with leadership based on strategic priorities and ensure the completion of projects on an ongoing basis
Partner with senior management to develop and adapt service models with the growth of the business
Conduct regular reviews of departmental processes to execute process improvement opportunities
Act as subject matter expert to other areas of the organization for strategic projects, customer-driven pilot programs, and customization
Support user satisfaction measurement and reporting to the company (for call support satisfaction). Assist in monitoring and reporting customer service levels, internal operations, and insights-based reporting.
Be present to support guides working in the office when guides are working in the office
Be a thoughtful people manager
Highly engaged and customer-focused with a strong demonstration of customer service techniques and excellent interpersonal skills
Qualifications:
BS/BA preferred or relevant experience
Minimum 2-3 years of management experience
Customer service experience within a support center
Strong proactive work ethic and unwavering commitment to high-quality work
Excellent phone and interpersonal skills
Excellent verbal and written communication skills
Ability to lead through collaboration and influence
Ability to build and motivate teams
Must have strong organizational skills, attention to detail, and flexibility as well as the ability to work effectively with cross-functional teams
Previous experience working in a software environment is a plus
Experience in health care preferred
Travel: Limited travel, less than 10%
Location: SLC, Utah (HYBRID)
Compensation: $57k-$72K/annual salary & bonus eligible (national average, premium markets may vary)