Supervisor, User Support

Title: Supervisor, User Support

Location: US-Utah-SLC

Job Description:

apree health is hiring a full-time Support Supervisor to join our Customer Support team in our Sandy, UT office. We seek smart and motivated individuals with experience in the rapidly growing healthcare & technology industry. This job is vital to the success of our products, and it demands a relentless customer focus, strong teamwork capabilities, and a keen interest in the intricacies of technology products.
apree health is on a mission to build the first integrated health network that combines data-driven personalization, a coordinated care model, and aligned incentives to unlock value and make life better for those we serve. Our health navigation platform connects with hundreds of health vendors, benefits resources, and plan designs, giving rise to the world’s first comprehensive app for all health needs.

The Supervisor role is an exciting opportunity to be part of a rapidly growing and game-changing healthcare technology company Support Center at the Salt Lake City, support Center of Excellence.

How will you make an impact & Requirements

The Role:

apree health is seeking an experienced, driven, and results-oriented Customer Support Supervisors of Operations to join our top-notch Customer Support team in our Sandy, UT office and lead a team of Customer Support Specialists.  The successful candidate will be a thoughtful and thorough team leader responsible for ensuring success for the users of Castlight Health’s 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 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:

• 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, 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

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Compensation Range:

$55,660.00

to

$83,490.00

The anticipated base salary range represents the Company's good-faith estimate of the compensation it reasonably expects to pay for this position at the time of posting. Actual compensation will be determined based on factors including experience, skills, qualifications, geographic location, internal equity, and business needs.