Care Guide Support Supervisor - New England

Care Guide Support Supervisor

• Applicants located in New England areas (CT, ME, MA, NH, RI and VT)**
  
  

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. The Supervisor role is an exciting opportunity to be part of a rapidly growing and game-changing healthcare technology company Support Center.

The Role:

apree health is seeking an experienced, driven, and results-oriented Care Guide Support Supervisor to support our remote New England area teams of 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, 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 25%

Location: Remote New England areas ( CT, ME, MA, NH, RI and VT)

Compensation: $60k-$78k/annual salary & bonus eligible (national average, premium markets may vary)