Customer Support Supervisor

Title: Customer Support Supervisor

Location: US NY - Rochester

remote type

Hybrid

locations

US NY - Albany

time type

Full time

Job Description:

It's fun to work in a company where people truly BELIEVE in what they're doing!

 

We're committed to bringing passion and customer focus to the business.

Public Partnerships LLC (PPL) helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and “self-direct” their care. Known as consumer direction in New York, this long-term care model empowers people to take control of who provides their services and where. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025. We, along with a diverse alliance of service partners across the state, will be supporting the delivery of culturally sensitive and disability competent care to CDPAP participants. We are looking for people who share our passion for helping New Yorkers live happy, healthy, and independent lives to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions.

 

Our culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve.

 

Learn more about PPL and CDPAP at https://pplfirst.com/cdpap. 

 

This role is based in New York State, and employees are expected to work in a hybrid/onsite capacity at one of our designated offices.

 

 

Primary Responsibilities

• Oversee daily team operations, ensuring adherence to performance metrics and service standards.

• Foster a collaborative and positive work environment that promotes efficiency and engagement.

• Manage escalated consumer and PA concerns, providing timely and effective resolution strategies.

• Deliver targeted coaching, performance evaluations, and corrective action guidance to team members.

• Partner with internal departments to address process improvements and operational challenges.

• Maintain detailed documentation and report critical feedback to HR and management.

• Support quality assurance initiatives, contributing to continuous improvement programs.

• Ensure strict compliance with HIPAA regulations and organizational policies.

• Lead and mentor a team of 18–20 agents, providing guidance to enhance professional development.

 

Qualifications

• Exceptional interpersonal, written, and verbal communication skills, with the ability to engage professionally with consumers, PAs, and internal teams.

• Demonstrated ability to thrive in a fast-paced, structured work environment.

• Proficiency in Microsoft Office Suite (Word, Excel), with the ability to perform extended computer-based tasks.

• Extensive expertise in Consumer and PA processes, policies, registration, and payroll operations.

• Strong analytical and problem-solving capabilities, with a focus on operational excellence.

• High school diploma or equivalent required; bachelor’s degree preferred.

• Proven leadership skills, including experience in coaching, motivation, and performance management.

• Cross-functional knowledge of related processes, ensuring operational flexibility.

• Minimum of 2–3 years of experience in a call center or customer support environment.

 

Compensation Range: $60,000 -$72,800 annually

 

 

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification.  It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified.

 

Public Partnerships is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics. 

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!