Customer Support Supervisor
Greater NYC Area
2 weeks ago
Manage the overall success of the Care Coordinator team who are providing 24/7 support to patients and clients domestically and abroad.
Drive patient and employee satisfaction.
Ensure service excellent over variety of service mediums: chat, phone, and email.
Ensure excellent client experience via both care and help desk support.
Identify areas for improvement for the team and individuals.
Cultivate a productive team experience.
Align direct reports on team goals (daily, weekly, monthly) and provide them with regular visibility into the progress toward those goals; ensure they have the performance feedback/data they need to optimally perform.
Provide daily coaching and supervision through: side-by-sides, retroactive ticket review and team huddles.
Ensure adherence to Pager quality standards and security regulations.
Work with account managers to handle client escalations and vendor issues--providing actionable feedback to drive process and product improvements.