Supervisor Customer Support - Remote US

Summary

Join Gainwell as a Customer Support Supervisor and lead a team responsible for delivering accurate, timely, and high-quality support within a healthcare service environment. In this role, you will oversee daily operations, team performance, service-level agreements (SLAs), quality, and both clerical and clinical workflows. You will coach and develop employees, resolve complex service issues, monitor performance and reporting, and help establish and maintain a quality program that supports client expectations and continuous improvement.

Your role in our mission

• Lead, coach, and develop a customer support team, providing day-to-day supervision, performance feedback, training, mentoring, and support to ensure employees consistently meet established expectations.
• Monitor and manage service-level agreements (SLAs), productivity, quality, accuracy, and operational performance across clerical and clinical workflows, identifying issues and taking timely corrective action when performance is at risk.
• Develop, implement, and maintain a quality program that establishes measurable standards, monitoring practices, reporting, coaching, and continuous improvement activities across the operation.
• Research and resolve complex customer and operational issues, appropriately escalate service-level or performance concerns, and collaborate with management and cross-functional partners to support effective resolution.
• Review operational and client reports, monitor data integrity and daily transactions, identify performance trends and opportunities, and provide recommendations to leadership that improve service delivery, employee performance, and customer experience.

What we're looking for

• Minimum of 2 years of direct supervisory experience, including responsibility for employee performance, coaching, development, attendance, and day-to-day team operations.
• Demonstrated experience directly supervising a team of 5 or more employees in a customer service, contact center, healthcare operations, claims, clinical support, or related service environment.
• Experience managing SLAs, KPIs, quality, productivity, performance metrics, and operational reporting, with the ability to identify performance gaps and implement appropriate action plans.
• Experience developing, implementing, or managing a quality assurance/quality monitoring program, including performance standards, quality reviews, coaching, reporting, and continuous improvement.
• Strong leadership, analytical, problem-solving, organizational, and communication skills with the ability to manage complex clerical and clinical workflows, resolve escalated issues, and work effectively with employees, management, clients, and cross-functional partners.

What you should expect in this role

• Full-time remote position; applicants must reside within the United States.
• This operation provides coverage seven days a week, including Saturdays and Sundays; schedule flexibility and weekend availability are required based on business and operational needs.
• Work in a performance-driven environment requiring regular monitoring of SLAs, quality, productivity, staffing, employee performance, and both clerical and clinical operational workflows.
• Maintain a private, distraction-free workspace and reliable hard-wired high-speed internet connection with a minimum of 25 Mbps download and 10 Mbps upload; Wi-Fi is not permitted as the primary connection.
• Access to Gainwell’s competitive benefits package for eligible employees including medical, dental, vision, and 401(k) options in accordance with applicable eligibility guidelines.

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