Customer Service Supervisor Operations Wfh (Remote)

Join our mission to transform the healthcare landscape, making quality, affordable care accessible to all. Our innovative approach helps employers restructure their healthcare benefits, providing insightful data and clear incentives that guide employees toward high-quality, cost-effective healthcare providers. As we continue to experience rapid growth, supported by leading venture capital investors, we are excited to expand our team and welcome new talent.

We are actively seeking an experienced Customer Service Operations Supervisor to lead a dedicated team of Associates and Senior Associates within our member-focused Concierge department. This remote role is crucial in ensuring an outstanding member experience, utilizing digital platforms to assist members in identifying healthcare solutions that meet their unique needs. You will report directly to the Vice President of Concierge and should be driven by a commitment to excellent customer service and a desire to implement broader preventative strategies.

Key Responsibilities

• Deliver exceptional service to members by addressing complex inquiries through various communication channels, including phone, chat, and email.
• Oversee the performance of Concierge Associates, ensuring adherence to quality standards and operational metrics.
• Champion high-quality member interactions by conducting regular reviews and offering constructive coaching to foster team development.
• Support the professional growth of team members through tailored performance plans and mentorship opportunities.
• Maintain adequate staffing levels while ensuring prompt responses to member inquiries.
• Analyze intricate member interactions and clearly communicate findings to internal stakeholders.
• Stay updated on policy and workflow modifications to provide accurate member guidance.
• Identify performance trends and offer practical feedback for continuous improvement.
• Possess a comprehensive understanding of employer health benefits and insurance intricacies.
• Act as a subject matter expert on member-related issues.

Required Skills

• Minimum of 3 years of relevant experience in customer support or operations with progressively increasing responsibilities.
• A genuine commitment to assisting others, coupled with the ability to think creatively and empathetically in high-pressure situations.
• Proficient in navigating fast-paced, startup environments.
• Highly organized, detail-oriented, and resourceful in a digital context.
• Proven track record of effective team management and achieving outstanding results.
• Strong time management and organizational capabilities.
• Willing to actively contribute to the collective success of the organization.
• Background in a rapidly evolving startup landscape.
• Dedication to improving the U.S. healthcare system.

Career Growth Opportunities

This position not only allows you to lead a talented team but also offers numerous avenues for professional development. Personalized performance plans and mentorship will empower you to grow within the organization.

Company Culture And Values

Our guiding principles reflect our commitment to reshaping the healthcare system. We prioritize a mission-first mentality, strive for extraordinary outcomes, encourage courageous communication, and nurture a supportive community. We believe in fostering an environment where everyone feels valued and cared for, which enhances productivity and job satisfaction.

Compensation And Benefits

The target salary for this role ranges from (80,000 to )90,000, with individual compensation determined by qualifications and relevant skills. Additionally, this position includes equity incentives and a competitive benefits package.

We are an Equal Employment Opportunity employer, celebrating diversity and inclusivity in our workplace. We do not discriminate based on any legally protected characteristic and are committed to accommodating qualified individuals with disabilities during our recruiting process. If you require assistance due to a disability, please contact us at [provide a contact email].

Job Scam Alert

Please be vigilant about job scams. Our recruiters will use [provide the correct email domain] exclusively. We do not post job openings on Indeed, conduct interviews via text or instant messaging, or request candidates to download software or purchase equipment through us.

Employment Type: Full-Time