Customer Care Supervisor: Lead & Optimize Operations

American Benefit Plan Administrators, Inc.; San Francisco (CA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health, vision, dental coverage

401(k) with company match

Paid time off (PTO)

Growth opportunities

Job summary

Zenith American Solutions is seeking a Supervisor, Customer Care in San Francisco to lead a dedicated team and ensure high-quality client service. You will oversee daily operations, monitor performance metrics, and drive process improvements while maintaining compliance with regulations.

The role requires strong leadership, demand-driven decision making, and ability to manage remote staff. Prior experience in a third-party administrator or health and welfare industry is preferred; bilingual

Qualifications

• High school diploma or GED required.
• Experience in customer service with leadership exposure.
• Understanding of call metrics, staffing models, and workforce management.
• Bi-lingual preferred; ability to manage remote staff.

Responsibilities

• Provide daily leadership and supervision to Customer Care staff.
• Assign and monitor quality and quantity of work; ensure targets met.
• Develop staff through performance management, training, and relations.
• Optimize workflows, tools, and staffing for cost-effective operations.
• Review timecards and payroll information for accuracy.
• Remediate escalated claims issues and client needs; participate in client meetings.
• Support new client implementations and benefit fairs as needed.
• Perform other duties as assigned.

Skills

Call metrics

Staffing models

Workforce management

Remote leadership

Communication

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Zenith American Solutions is seeking a Supervisor, Customer Care in San Francisco to lead a dedicated team and ensure high-quality client service. You will oversee daily operations, monitor performance metrics, and drive process improvements while maintaining compliance with regulations.

The role requires strong leadership, demand-driven decision making, and ability to manage remote staff. Prior experience in a third-party administrator or health and welfare industry is preferred; bilingual