Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies provides healthcare-focused technology and services and is seeking an experienced Customer Support Supervisor for a remote customer service operation. The role leads daily operations, coaches and develops customer support employees, monitors service and performance metrics, resolves complex customer issues, and partners with internal teams on staffing and process improvements.
Responsibilities
- Lead and support daily customer service operations while ensuring productivity, quality, service, and performance expectations are achieved
- Coach, mentor, and develop customer support representatives through ongoing feedback, performance discussions, training, and development activities
- Monitor customer interactions, operational activity, and service trends to identify issues, escalations, and opportunities for improvement
- Resolve complex customer concerns and support team members with challenging inquiries while ensuring timely and professional resolution
- Partner with management and internal teams on staffing, performance management, employee development, operational priorities, and process improvements
Skills
- • Four (4) or more years of professional customer service, customer support, call center, contact center, or service center experience
- • Two (2) or more years of leadership experience supervising, coaching, mentoring, or managing customer service employees
- • Experience monitoring employee performance, productivity, quality, customer service metrics, and service expectations
- • Strong analytical, communication, problem-solving, and organizational skills with the ability to manage multiple priorities
- • Bachelor's degree or equivalent combination of education and relevant professional experience
- Previous experience in business management or a related field is preferred
Benefits
- Medical, dental, and vision coverage for eligible employees
- Access to a 401(k) retirement savings plan for eligible employees
- Paid time off for eligible employees
- Additional employee wellness and financial benefits
- Flexible vacation policy for salaried, full-time candidates
- 401(k) employer match for salaried, full-time candidates
- Comprehensive health benefits for salaried, full-time candidates
- Educational assistance for salaried, full-time candidates
- Leadership and technical development academies
- Work flexibility
- Continuous learning
- Career development
Company Overview
Company H1B Sponsorship