Customer Service Manager- Remote

Lensa; Raleigh (NC); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading digital health company is seeking a Center Support Services Manager to oversee contact center operations. This role involves managing daily operations, evaluating team performance, and ensuring compliance with regulatory requirements. The ideal candidate will have strong communication skills and experience in contact center management, with a focus on customer service excellence.

Qualifications

• 3+ years in contact center supervision or management.
• Excellent communication skills in customer service.
• Highly organized and detail-oriented.

Responsibilities

• Manage daily operations of Contact Center Support Services teams.
• Evaluate performance and identify areas for improvement.
• Address escalated customer service issues.

Skills

Communication

Problem-solving

Organizational skills

Education

Bachelor’s degree

Tools

Microsoft Office

Microsoft Dynamics

Job description

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

The manager will demonstrate alignment with Sharecare values: Servant Leadership, Family, People Give Back, Compassion, Accountability, and Respect. They should be innovative, open to change, and honest in their work.

Essential Job Functions

• Manage daily operations of Contact Center Support Services teams for Health Data Services campaigns.
• Evaluate performance and identify areas for improvement.
• Identify support needs through stakeholder consultation and needs assessments.
• Address escalated customer service issues and ensure long-term resolution.
• Investigate and coordinate with other departments on consumer complaints.
• 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 to department leadership.
• Provide staff guidance on operational issues.
• Build relationships with other departments to support business development.
• Conduct interviews and hire for open roles.
• Motivate teams using positive reinforcement.
• Provide coaching, training, and performance management.
• Ensure compliance with regulatory requirements.

Qualifications

• 3+ years in contact center supervision or management.
• 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; 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 without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, or veteran status.