Customer Support Team Leader

2 weeks ago


Sandy, Oregon, United States apree health Full time


Customer Support Team Leader

apree health is dedicated to creating the first integrated health network that merges data-driven personalization, a coordinated care framework, and aligned incentives to enhance value and improve the lives of those we serve. Our health navigation platform connects with numerous health vendors, benefits resources, and plan designs, resulting in the world's first all-encompassing app for health needs. The Team Leader position presents an exciting opportunity to join a rapidly expanding and transformative healthcare technology organization within the Support Center.

Position Overview:

apree Health is in search of a seasoned, motivated, and results-focused Customer Support Team Leader to guide our exceptional Customer Support onsite specialists in our office and manage a team of Customer Support Specialists. The ideal candidate will be a considerate and meticulous team leader responsible for ensuring success for users of the digital experience and other applications. This individual will oversee operational management and daily leadership of the Customer Support function, reporting to the Customer Support Manager.

A successful candidate for this role possesses 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, with the goal to:
  • Deliver top-tier support to customers and users
  • Drive innovation within the organization by serving as a thought partner and subject matter expert on all aspects related to the contact center and user support
Key Responsibilities:
  • Oversee daily operations of a team within a rapidly expanding user support contact center
  • Develop and lead a team of frontline Customer Support Specialists providing customer support services
  • Ensure the team meets or surpasses quality objectives and service standards
  • Initiate and lead cross-functional projects to enhance user experience
  • Collaborate with the broader organization as well as the contact center's Escalation Team and Process Excellence Team
  • Manage issue escalation and work to identify trends with customer-reported issues, teammate challenges, and process concerns
  • Coach and develop in-office and remote T1 specialists to ensure they provide exceptional support and grow within the organization
  • Evaluate user interactions through calls, chats, and emails in accordance with our Quality program and champion service excellence
  • Set job expectations and provide recognition and feedback to T1 specialists using metrics and measures related to quality, customer satisfaction, operational efficiencies, case management, teamwork, etc.
  • Promote culture-building behaviors by embodying and advocating for company values
  • Prioritize projects with leadership based on strategic goals and ensure ongoing project completion
  • Partner with senior management to develop and adapt service models in line with business growth
  • Conduct regular reviews of departmental processes to identify opportunities for improvement
  • Act as a subject matter expert for other areas of the organization on strategic projects, customer-driven pilot programs, and customization
  • Support user satisfaction measurement and reporting to the organization (for call support satisfaction). Assist in monitoring and reporting customer service levels, internal operations, and insights-based reporting.
  • Be present to support specialists working in the office when they are on-site
  • Exhibit thoughtful people management
  • Maintain high engagement and customer focus 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
  • Exceptional verbal and written communication skills
  • Ability to lead through collaboration and influence
  • Capability to build and motivate teams
  • Must possess strong organizational skills, attention to detail, and flexibility as well as the ability to work effectively with cross-functional teams
  • Previous experience in a software environment is a plus
  • Experience in healthcare preferred
Travel: Limited travel, less than 10%

Location: SLC, Utah (HYBRID)

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

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