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Supervisor, User Support – SES

Corporate • Regular - Hybrid - Full Time, UT, Sandy

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apree health brings together a best-in-class engagement platform with an advanced primary care model to provide a vastly better health and care experience, improve outcomes, and significantly lower the total cost of care for a population.

 Supervisor, User Support

 **Internal Applicants Only**

 

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 Castlight Health’s applications, a strategic and analytical thought leader, has direct management experience, and thrives in a dynamic, evolving environment, whose aim is to:

Responsibilities:

  • Oversee daily operations of a team within a rapidly growing user support contact center, including outbound call efforts
  • 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 T1 guides to help them provide outstanding support and to grow and develop at Castlight
  • 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 T1 guides using metrics and measures regarding quality, customer satisfaction, operation efficiencies, case management, teamwork, etc.
  • To showcase culture-building behaviors by living and promoting Castlight 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 manners 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

 

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

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