Customer Service Manager- Remote

Lensa; Salt Lake City (UT); 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 operations. This role emphasizes effective internal support, performance evaluation, and stakeholder engagement. The ideal candidate will possess a strong background in customer service management, with a focus on innovation and team motivation. Join a forward-thinking company dedicated to making healthcare accessible and affordable, where your leadership will help shape the future of health data services. If you're passionate about driving positive change and enhancing customer experience, this opportunity is for you.

Qualifications

• 3+ years of contact center supervision or management experience.
• Strong understanding of customer service standards and business goals.

Responsibilities

• Manage daily operations of Contact Center Support Services teams.
• Handle escalated customer service issues and ensure effective resolution.

Skills

Customer Service

Communication Skills

Problem-Solving

Organizational Skills

Microsoft Office

Education

Bachelor's Degree

Tools

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 individuals, providers, employers, health plans, government organizations, and communities optimize well-being by driving positive behavior change. Committed to supporting each person through their personal health, Sharecare aims to make high-quality care more accessible and affordable. 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 role requires alignment with Sharecare’s values of Servant Leadership, Family, Giving Back, Compassion, Accountability, and Respect. The manager should demonstrate innovation, openness to change, honesty, and integrity.

Essential Job Functions

• Manage daily operations of Contact Center Support Services teams for Health Data Services campaigns.
• Evaluate performance and results, identifying areas for improvement.
• Identify support needs through stakeholder consultation and needs assessments.
• Handle escalated customer service issues, ensuring effective 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 guidance in resolving operational problems.
• Build relationships with other departments to support business development.
• Conduct interviews and select staff for Customer Service teams.
• Motivate teams through positive reinforcement and support methodologies.
• 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 (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 be considered without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, or veteran status.