Customer Service Manager- Remote

Lensa; Indianapolis (IN); Remote; USD 60,000 - 85,000; 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, addressing customer service issues, and ensuring compliance with regulatory requirements. Ideal candidates will have a background in contact center management and excellent 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.
• Evaluate individual and organizational results to meet business needs.
• Address escalated customer service issues.

Skills

Communication

Problem-solving

Organization

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 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, utilizing knowledge of company products, services, and call center operations.

The manager will demonstrate alignment with Sharecare's values—Servant Leadership, Family, Sharecare Health Data Services People Give Back, Compassion, Accountability, and Respect—showing honesty, integrity, and openness to change.

Essential Job Functions

• Manage daily operations of Contact Center Support Services teams for Health Data Services campaigns.
• Evaluate individual and organizational results to meet business needs and identify performance improvements.
• Identify support needs through stakeholder consultation and needs assessments.
• Address escalated customer service issues, ensuring effective, long-term resolution.
• Investigate and coordinate with other departments to resolve consumer complaints (e.g., BBB, social media, online reviews).
• 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 staff guidance in resolving operational issues.
• Build relationships with other departments to support business growth.
• Conduct interviews and select candidates for Customer Service teams.
• Motivate teams through positive reinforcement and support methodologies.
• Provide coaching, training, and performance management.
• Ensure compliance with regulatory requirements impacting 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.
• Understanding of business goals and customer service standards.
• Effective communication with senior management and other departments.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Teams).
• Problem-solving skills.
• Experience with Microsoft Dynamics is a plus.
• 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, genetic information, veteran status, or other protected status under law.