Supervisor Of Customer Service Operations (Remote)

We are on a transformative journey to reshape the healthcare landscape, dedicated to providing high-quality, affordable care for all individuals. Our innovative strategies empower employers to revamp their healthcare benefits, enabling clear incentives and data-driven insights that guide employees to exceptional, cost-effective healthcare providers. Our approach not only achieves superior health outcomes for patients but also incentivizes healthcare professionals for efficient practices rather than excessive procedures. With strong support from premier venture capital firms, we are rapidly expanding and seeking passionate team members to join our mission.

Position Overview

We are actively seeking an experienced, full-time Customer Service Operations Supervisor to lead a dedicated team of Associates and Senior Associates within our member-centric Concierge department. This crucial role is designed to enhance the member experience through effective digital engagement, assisting members in navigating the healthcare solutions that align with their needs. Reporting directly to the Vice President of Concierge, this position is perfectly suited for individuals who are deeply committed to customer service and possess the ability to translate individual solutions into broader, preventive strategies.

As an integral part of our Concierge team, you will become an expert in our products, operational standards, and member requirements. You will oversee a team that is the first point of contact for members, ensuring exceptional service, achieving operational metrics, managing complex member concerns, and recognizing opportunities for enhancement.

Due to the critical nature of member support, the Customer Service Supervisor may be required to be available during business hours. Our current service operates on weekdays during East Coast business hours, with possible adjustments as we continue to grow. While our headquarters are located in NYC, this role offers the flexibility of remote work.

Key Responsibilities

• Deliver high-quality service to members by addressing complex inquiries through phone, chat, and email, guiding them in understanding their benefits and selecting appropriate healthcare providers.
• Evaluate the performance of Concierge Associates, ensuring adherence to established quality and efficiency benchmarks.
• Champion exemplary member interactions by conducting regular reviews of work and providing targeted coaching to facilitate team development.
• Promote professional growth through tailored performance plans and mentorship opportunities.
• Maintain adequate staffing levels and ensure prompt responses to member inquiries.
• Analyze intricate member interactions and communicate insights to internal stakeholders effectively.
• Stay abreast of policy and procedural updates to provide accurate information to members.
• Identify performance trends and deliver actionable feedback to enhance service quality.
• Cultivate a thorough understanding of employer health benefits and insurance.
• Act as a subject matter expert on member-related issues.

Required Skills

• A minimum of 3 years of relevant experience in customer support or operations, with increasing levels of responsibility.
• A sincere passion for assisting others, coupled with the ability to think creatively and empathetically under pressure.
• Comfort in fast-paced, startup settings.
• Highly organized, process-oriented, and resourceful.
• Proven success in managing teams and driving outstanding results.
• Strong time management and organizational abilities.
• Willingness to actively contribute to the success of the company.
• Experience within rapidly evolving startup environments.
• A commitment to enhancing the U.S. healthcare system.

Career Growth Opportunities

We are committed to fostering professional development through personalized performance plans and mentorship initiatives, enabling you to thrive and succeed in your career while making a meaningful impact in the healthcare sector.

Company Culture And Values

Our organization prioritizes mission-driven work, transparency, and a supportive community. We strive to cultivate an environment where individuals feel valued and empowered, fostering a culture of high performance and collaboration.

Compensation And Benefits

The target salary range for this position is between (80,000 and )90,000, with individual compensation determined by qualifications, skills, and legal considerations. In addition to competitive base compensation, this role is eligible for equity incentives and a variety of comprehensive benefits.

We are proud to be an Equal Employment Opportunity employer, valuing diversity and inclusivity in the workplace. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, disability, genetic information, political views, or other legally protected characteristics.

We are dedicated to providing accommodations for qualified individuals with disabilities in our recruiting process. If you require assistance or accommodations due to a disability, please contact us at [provide a contact email].

Job Scam Alert

Please remain vigilant against job scam fraudsters. Our recruiters utilize [provide the correct email domain] exclusively. We do not post open roles on Indeed, conduct interviews via text, instant message, or Teams, or request candidates to download software, purchase equipment, or provide sensitive information such as bank account details or social security numbers.

Employment Type: Full-Time