Customer Service Manager- Remote

Lensa; Dover; Remote; GBP 35,000 - 55,000; Full time

Job summary

A leading digital health company is seeking a Center Support Services Manager to oversee contact center operations. The role involves managing daily operations, ensuring customer satisfaction, and leading a team. Ideal candidates will have 3+ years of experience in contact center management and strong communication skills.

Qualifications

• 3+ years of contact center supervision or management experience.
• Excellent communication skills in customer service.
• Highly organized and detail-oriented.

Responsibilities

• Manage daily operations of Contact Center Support Services teams.
• Handle escalated customer service issues.
• Conduct interviews and select candidates for Customer Service team roles.

Skills

Communication

Problem-Solving

Organizational Skills

Customer Service Standards

Education

Bachelor’s degree

Tools

Microsoft Office

Microsoft Dynamics

Job description

Lensa is the leading career site for job seekers at every stage of their career. Our client, Sharecare, is seeking professionals. Apply via Lensa today!

Job Description

Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com.

Job Summary

The Center Support Services Manager is primarily responsible for maintaining effective internal support for contact center teams assigned to Sharecare Health Data Services by utilizing knowledge of company products and services as well as past experience in call center operations.

The Center Support Services Manager will demonstrate cultural alignment with Sharecare Health Data Services by embodying values such as Servant Leadership, Family, Giving Back, Compassion, Accountability, and Respect. They will be innovative, open to change, and uphold honesty and integrity in all actions.

Essential Job Functions

1. Manage daily operations of Contact Center Support Services teams for Health Data Services campaigns.
2. Evaluate individual and organizational results to ensure business needs are met and identify areas for improvement.
3. Identify support needs by consulting with stakeholders and conducting needs assessments.
4. Handle escalated customer service issues, ensuring effective and long-term resolutions.
5. Investigate and coordinate with other departments to resolve consumer complaints (e.g., BBB, social media, online reviews).
6. Establish workflows, best practices, and standards to support contact center staff.
7. Monitor daily team workloads to meet client and operational expectations.
8. Manage and achieve project implementation targets and customer success metrics.
9. Serve as a trusted advisor and subject matter expert to department leadership.
10. Provide guidance in resolving operational problems.
11. Build strong relationships with other departments to support business development.
12. Conduct interviews and select candidates for Customer Service team roles.
13. Motivate teams using positive reinforcement and support methodologies.
14. Provide coaching, training, and performance management to staff.
15. Ensure compliance with regulatory requirements impacting customer support.

Qualifications

1. 3+ years of contact center supervision or management experience.
2. Bachelor’s degree preferred.
3. Excellent communication skills in customer service.
4. Highly organized and detail-oriented.
5. Strong understanding of customer service standards and business goals.
6. Effective communication with senior management and other departments.
7. Proficiency in Microsoft Office (Word, Excel, PowerPoint, Teams).
8. Effective problem-solving skills.
9. Experience with Microsoft Dynamics is a plus.
10. Previous experience in a medical setting is helpful.

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, veteran status, or other protected status under law.