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Customer Support Team Supervisor

2 months ago

Greensboro, North Carolina, United States PartnerHero Full time
Job Overview

About Our Company

At PartnerHero, we specialize in connecting skilled individuals worldwide with forward-thinking organizations eager to enhance, innovate, and expand their operations. Our mission is to deliver exceptional global teams, strategic insights, and seamlessly integrated technology to amplify the positive influence of effective business practices.

We pride ourselves on being recognized as a Most Loved Workplace, a testament to our belief that a strong culture is essential for business success. We encourage our team members to express their authentic selves in all aspects of their work. Bring your expertise, enthusiasm, and individuality to PartnerHero, where you will be supported in achieving your best work and enjoying your daily tasks.

Position Summary

We are seeking a dedicated Team Lead to guide our Customer Support team. In this pivotal role, your primary focus will be to ensure that your team delivers outstanding customer experiences for our clients. You will be responsible for driving team performance and coaching members to optimize their work processes, consistently achieving their objectives and providing exceptional service.

Your team, consisting of 1-10 direct reports, will address a variety of support inquiries from patients and providers, including billing, scheduling, appointment attendance, and insurance verification. They will assist clients through email, chat, and phone, ensuring that every interaction results in a positive customer service experience.

Key Responsibilities:

  • Lead, mentor, and coach a team of customer support representatives, offering guidance to achieve optimal performance.
  • Conduct regular team meetings and provide continuous training and development opportunities to enhance skills.
  • Ensure prompt and effective resolution of customer inquiries, maintaining high levels of satisfaction.
  • Develop and refine customer service processes to improve efficiency and productivity.
  • Analyze performance metrics, such as response times and customer satisfaction scores, and implement necessary improvements.
  • Prepare and present regular reports on customer service performance, highlighting key metrics and trends.
  • Identify opportunities for enhancement and implement strategies based on data-driven insights.
  • Address employee performance issues, including conflict resolution and disciplinary actions when necessary.

Qualifications:

  • Demonstrated experience in a supervisory role within customer support, ideally in a contact center setting.
  • Strong leadership abilities, with a knack for motivating and inspiring team members.
  • Excellent verbal and written communication skills, facilitating effective interactions with customers and colleagues.
  • Proven ability to influence and motivate staff to meet performance metrics in a production environment.
  • Strong analytical skills, capable of tackling challenges and enhancing efficiency in fast-paced situations.
  • Extensive experience in client relations, focusing on satisfaction and loyalty with a proactive approach to solutions.
  • Ability to thrive in a dynamic environment while managing multiple projects concurrently.

What We Offer:

  • Full-time employment with competitive compensation based on experience.
  • A comprehensive wellness program, including support from an in-house psychologist.
  • An attractive benefits package, including medical, dental, and vision options.
  • Access to free posture-based fitness workouts from home.
  • Paid Sabbatical Leave.
  • Training opportunities provided by PartnerHero and external organizations.
  • 1-on-1 coaching with feedback sessions, mentorship, and cross-functional development opportunities.

Our Company Culture

At PartnerHero, culture is at the heart of our operations. Our core values guide our actions and set the tone for our workplace:

  • Care for others - Foster cooperation, empathy, and prioritize each other.
  • Embrace growth - Take calculated risks, develop skills, and remain open to change.
  • Manifest trust - Build trust through commitment and accountability.
  • Take ownership - Act with integrity and responsibility.
  • Be humble - Seek guidance, welcome feedback, and listen to colleagues.

PartnerHero is an equal opportunity employer. We value diversity, inclusion, equity, and belonging, and these principles are fundamental to our collaborative environment. We are committed to providing equal employment opportunities regardless of various legally protected characteristics.

We also prioritize the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities throughout the application process.

Privacy Commitment

PartnerHero is dedicated to protecting your privacy and personal data. By submitting your application, you consent to the processing and storage of your data for recruitment purposes. For more information about our privacy practices, please visit our Privacy Center.