Care Guide Customer Support Manager
Description
Care Guide Customer Support Manager
apree health is hiring a Care Guide Support Manager full-time to join our Customer Support team. We seek smart and motivated individuals with experience in the rapidly growing healthcare & technology industry. This job is vital to the success of our products, and it demands a relentless customer focus, strong teamwork capabilities, and a keen interest in the intricacies of technology products.
apree health is on a mission to build the first integrated health network that combines data-driven personalization, a coordinated care model, and aligned incentives to unlock value and make life better for those we serve. Our health navigation platform connects with hundreds of health vendors, benefits resources, and plan designs, giving rise to the world’s first comprehensive app for all health needs.
Role:
apree health is seeking an experienced, driven, and results-oriented Customer Support Manager to join our remarkable Customer Support team in our Sandy, UT office to Support a health plan and to lead our team of Customer Support Specialists. The successful candidate will be a thoughtful and thorough team manager responsible for ensuring success for the users of apree health’s 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 Director of Customer Support.
A successful candidate for this role has contact center experience. The candidate is a strong advocate for users of Castlight Health’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 for a rapidly growing user support contact center
Collaborate with the health plan leaders to coordinate care according to health plan’s needs
Manage to all SLAs as outlined by apree and health plans
Develop and lead a team of frontline supervisors as they oversee the frontline guides who perform incoming user support services
Ensure the contact center 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, guide issues, and process issues
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
Lead Supervisors in regular review of departmental processes to execute process improvement opportunities
Define and support user satisfaction measurement and reporting. Develop reporting that tracks customer service levels, internal operations, and insights-based reporting.
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 required or relevant experience
Minimum 5 years of management experience
Customer service experience within a contact center
Strong proactive work ethic and unwavering commitment to high-quality work
Excellent phone skills and interpersonal skills
Excellent verbal and written communication skills
Ability to lead through collaboration and influence
Ability to build and motivate leaders and 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 25%
Compensation: $85k-$119k/annual salary & bonus eligible (national average, premium markets may vary)