Customer Service Manager- Remote

Lensa; Lansing (MI); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading health technology company is seeking a Center Support Services Manager to oversee contact center operations. This role requires strong leadership, problem-solving skills, and experience in managing customer service teams. The ideal candidate will foster a positive work environment and ensure compliance with service standards.

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.
• Address escalated customer service issues and ensure effective resolution.
• Conduct interviews and select candidates for open roles.

Skills

Communication

Problem-solving

Organizational Skills

Education

Bachelor's degree

Tools

Microsoft Office

Microsoft Dynamics

Job description

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 by utilizing knowledge of company products and services, as well as past experience in call center operations.

The manager will demonstrate cultural alignment with Sharecare Health Data Services by embodying values such as Servant Leadership, Family, Sharecare Health Data Services People Give Back, Compassion, Accountability, and Respect. They will be innovative, open to change, and demonstrate honesty and integrity in all their actions.

Essential Job Functions

• Manage daily operations of Contact Center Support Services teams for Health Data Services campaigns.
• Evaluate results to ensure business needs are met 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.
• Establish workflows, best practices, and standards for ongoing support.
• Monitor team workloads to meet client and operational expectations.
• Manage project implementation targets for timeliness and customer success metrics.
• Serve as a trusted advisor and subject matter expert to leadership.
• Provide staff direction for resolving operational problems.
• Build relationships with other departments to support business development.
• Conduct interviews and select candidates for open roles.
• Energize and motivate teams using positive reinforcement.
• 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.
• Problem-solving skills.
• Experience in a medical setting is helpful.

Sharecare and its subsidiaries are Equal Opportunity Employers. Qualified applicants will receive consideration regardless of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, or veteran status.