Customer Service Manager- Remote

Lensa; Austin (TX); Remote; USD 75,000 - 88,000; Full time

Job summary

A leading digital health company is seeking a Center Support Services Manager in Austin, Texas. The role involves managing contact center operations, ensuring effective support, and fostering team development. Ideal candidates will have supervisory experience and strong communication skills. Join a mission-driven team dedicated to improving health outcomes for individuals and communities.

Qualifications

• 3+ years of contact center supervision or management.
• Experience in customer service with excellent communication skills.

Responsibilities

• Manage day-to-day operations of Contact Center Support Services teams.
• Evaluate individual and organizational results to ensure business needs are met.
• Provide coaching, training, and performance management to assigned staff.

Skills

Communication

Problem-solving

Organization

Education

Bachelor's degree

Tools

Microsoft Office

Microsoft Dynamics

Job description

1 day ago Be among the first 25 applicants

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, visitwww.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 one’s knowledge of company products and services as well as past experience in call center operations.

The Center Support Services Manager will demonstrate they are culturally aligned with Sharecare Health Data Services, by displaying and working within the values of Servant Leadership, Family, Sharecare Health Data Services People Give Back, Compassion, Accountability and Respect for their leader and their peers. They will be innovative, open to change, and display honesty and integrity in all that they do.

Essential Job Functions

• Manage day to day operations of Contact Center Support Services teams for Health Data Services campaigns
• Evaluate individual and organizational results to ensure business needs are being met, while identifying areas for improving performance
• Identify support needs by consulting with stakeholders and using needs assessments
• Attend to escalated customer service issues and ensure effective and long-term problem resolution
• Conduct investigations, partner and coordinate with other departments to ensure timely responses and long-term resolutions to consumer-initiated complaints (i.e. BBB, escalated social media, online reviews, etc.)
• Establish workflows, best practices and standards to ensure that ongoing support is provided to contact center staff
• Track and monitor daily team workloads to ensure client and operations expectations are met
• Manage and meet project implementation targets for timeliness, customer success metrics
• Serve as a trusted advisor and subject matter expert to department leadership
• Provide staff direction in analyzing and resolving escalated operational problems
• Build strong relationships with other departments and teams to support existing and new business development opportunities
• Conduct interviews and make selections to fill open roles within assigned Customer Service teams
• Energize and motivate teams by utilizing positive reinforcement and support methodologies
• Provide coaching, training, professional development and performance management to assigned staff
• Ensure compliance with regulatory requirements impacting customer support function
  
  

Qualifications

• 3+ years of contact center supervision or management
• Bachelor’s degree preferred
• Experience in customer service with excellent communication skill set
• Extremely organized and detail oriented
• Strong understanding of business goals and standards for customer service
• Ability to communicate effectively with senior management and other departments
• High proficiency in Microsoft Office products (Word, Excel, PowerPoint, Teams, etc.) required
• Effective problem-solving skills
• Microsoft Dynamics software experience a plus
• Previous experience in medical setting helpful
  
  

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

Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status,or other non-merit factor.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Lensa by 2x

Sign in to set job alerts for “Customer Service Manager” roles.

Operations Manager - Release of Information (Remote)

Austin, Texas Metropolitan Area 3 days ago

Talent Intelligence Operations and Insights Manager

Operations Manager (Performance Marketing Agency)

Austin, Texas Metropolitan Area 2 hours ago

Operations Manager Landscape Design Division (Remote)

TPWD - Customer Service Representative I (Reservation Agent)

Customer Success Manager, Emerging Transportation Platforms

Austin, Texas Metropolitan Area 2 months ago

Senior Technical Customer Success Manager

Agency Customer Service Representative - Internal Only

Trust & Safety Customer Success Program Manager

Austin, TX $75,000.00-$88,000.00 2 months ago

Senior Fleet Risk Operations & Project Manager- REMOTE

Senior Adobe Ecosystem Consultant (B2B Omnichannel Specialization) – Contractor

Sales Executive, Advisory - Medical Market Access

Clinical Coding and OASIS Review Manager

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.