Customer Service Manager- Remote

Lensa; Des Moines (IA); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player in digital health is seeking a Center Support Services Manager to lead contact center teams. This dynamic role involves managing daily operations, enhancing performance through effective coaching, and ensuring compliance with customer service standards. The ideal candidate will have a strong background in contact center management, excellent communication skills, and a passion for supporting health initiatives. Join a company committed to making high-quality care accessible and affordable, and help drive positive change in people's health journeys.

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.
• Evaluate results to ensure business needs are met.
• Provide coaching, training, and performance management.

Skills

Customer Service

Communication Skills

Problem-Solving

Organizational Skills

Education

Bachelor's Degree

Tools

Microsoft Office Suite

Microsoft Dynamics

Job description

Be among the first 25 applicants to apply for this job and get AI-powered advice and exclusive features.

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—regardless of where they are in their health journey—unify and manage all their health in one place. Our comprehensive, data-driven virtual health platform is designed to help individuals, providers, employers, health plans, government organizations, and communities optimize well-being by promoting positive behavior change. Committed to the philosophy that we are stronger together, Sharecare aims to support each person through their health journey and make high-quality care accessible and affordable for everyone. To learn more, visit www.sharecare.com.

Job Summary

The Center Support Services Manager primarily maintains 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—Servant Leadership, Family, Giving Back, Compassion, Accountability, and Respect—by working with integrity, openness to change, and honesty.

Essential Job Functions

1. Manage daily operations of Contact Center Support Services teams for Health Data Services campaigns.
2. Evaluate results to ensure business needs are met and identify areas for performance improvement.
3. Identify support needs through stakeholder consultation and needs assessments.
4. Address escalated customer service issues, ensuring effective, long-term resolutions.
5. Investigate and coordinate with other departments to resolve consumer complaints (e.g., BBB, social media, 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 project implementation targets, focusing on timeliness and customer success metrics.
9. Serve as a trusted advisor and subject matter expert to leadership.
10. Provide guidance in resolving escalated operational problems.
11. Build relationships with other departments to support business development.
12. Conduct interviews and select candidates for Customer Service teams.
13. Motivate teams through positive reinforcement and support.
14. Provide coaching, training, and performance management.
15. 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 Suite; experience with Microsoft Dynamics is a plus.
• Problem-solving skills.
• 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 regardless of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, or veteran status.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting