Care Guide Support Supervisor - apree health

Care Guide Support Supervisor

apree health is seeking an experienced, driven, and results-oriented Care Guide Support Supervisor to support our outstanding Customer Support onsite guides in our Sandy, UT office and lead a team of virtual 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 and to 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 10%

Location: SLC, Utah (HYBRID)

Compensation:  $57k-$72K/annual salary & bonus eligible (national average, premium markets may vary)