Supervisor, User Support - SES
Description
Supervisor, User Support
**Internal Applicants Only**
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 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:
Responsibilities:
- Oversee daily operations of a team within a rapidly growing user support contact center, including outbound call efforts
- 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 T1 guides to help them provide outstanding support and to grow and develop at Castlight
- 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 T1 guides using metrics and measures regarding quality, customer satisfaction, operation efficiencies, case management, teamwork, etc.
- To showcase culture-building behaviors by living and promoting Castlight 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 manners 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
Compensation: $60k-$78k/annual salary & bonus eligible (national average, premium markets may vary)