Customer Service Manager- Remote

Lensa; Annapolis (MD); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading digital health company is seeking a Center Support Services Manager to oversee contact center operations. This role requires strong leadership skills and a commitment to customer service excellence. The manager will drive team performance, resolve issues, and ensure compliance with standards while fostering a positive work environment.

Qualifications

• 3+ years of contact center supervision or management experience.
• Experience in a medical setting is helpful.

Responsibilities

• Manage daily operations of Contact Center Support Services teams.
• Evaluate performance to meet business needs and identify areas for improvement.
• Address escalated customer service issues and ensure effective resolution.

Skills

Communication

Organizational Skills

Problem-Solving

Education

Bachelor’s degree

Tools

Microsoft Office

Microsoft Dynamics

Job description

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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 individuals, providers, employers, health plans, government organizations, and communities optimize well-being by driving positive behavior change. Driven by our philosophy that we are all better together, Sharecare is committed to supporting each person through their personal health journey and making high-quality care more accessible and affordable. To learn more, visit www.sharecare.com.

Job Summary

The Center Support Services Manager is responsible for maintaining effective internal support for contact center teams assigned to Sharecare Health Data Services, utilizing knowledge of company products, services, and call center operations.

This role demonstrates alignment with Sharecare's values of Servant Leadership, Family, Giving Back, Compassion, Accountability, and Respect. The manager should be innovative, open to change, and uphold honesty and integrity in all actions.

Essential Job Functions

• Manage daily operations of Contact Center Support Services teams for Health Data Services campaigns.
• Evaluate performance to meet business needs and identify areas for improvement.
• Identify support needs through stakeholder consultation and needs assessments.
• Address escalated customer service issues and ensure effective resolution.
• Investigate and coordinate with other departments to resolve consumer complaints effectively.
• Establish workflows, best practices, and standards for ongoing support.
• Monitor team workloads to meet client and operational expectations.
• Manage project implementation targets and customer success metrics.
• Serve as a trusted advisor and subject matter expert to leadership.
• Provide guidance in resolving operational problems.
• Build relationships with other departments to support business development.
• Conduct interviews and select staff for Customer Service teams.
• Motivate teams using positive reinforcement and support methodologies.
• Provide coaching, training, and performance management.
• Ensure compliance with regulatory requirements affecting customer support.

Qualifications

• 3+ years of contact center supervision or management experience.
• Bachelor’s degree preferred.
• Excellent communication skills in customer service.
• Highly organized and detail-oriented.
• Strong understanding of customer service standards and business goals.
• Effective communication with senior management and other departments.
• Proficiency in Microsoft Office; experience with Microsoft Dynamics is a plus.
• Effective problem-solving skills.
• Experience in a medical setting is helpful.

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will be considered regardless of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, veteran status, or other protected status under law.