Remote Customer Experience Lead

GracePath Healthcare; United States; Teletrabalho; USD 60 000 - 80 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical, dental, and vision insurance

401(k) with employer contribution

Paid time off (15 days) and holidays

Company-provided equipment

Resumo da oferta

GracePath Healthcare is seeking a Customer Service Supervisor to lead a remote, multichannel support team. You will supervise daily activities, coach representatives, and resolve escalated inquiries while upholding service standards.

The role blends people management, quality assurance, and operational reporting, partnering with sales, billing, and technical support to identify recurring issues and refine procedures. Strong communication and CRM experience are essential.

Qualificações

• Three to five years of customer service experience.
• At least one year supervising or leading a support team.
• Strong written and verbal communication skills.
• Experience handling complaints and managing difficult conversations calmly.
• Familiarity with CRM platforms, ticketing systems, and contact-center reporting.
• Ability to interpret service metrics and use quality reviews to guide coaching.
• Strong organization, prioritization, and follow-through.
• Experience collaborating with sales, billing, or technical support departments.
• Ability to lead a distributed team and communicate expectations clearly.

Responsabilidades

• Supervise daily support activities and distribute work according to demand and team availability.
• Monitor queues, response times, unresolved cases, and staffing coverage.
• Coach representatives through regular feedback, one-to-one meetings, and practical training.
• Review customer interactions for accuracy, professionalism, and adherence to procedures.
• Handle escalated complaints and coordinate resolutions with the appropriate departments.
• Support onboarding and help new employees learn products, systems, and service expectations.
• Maintain clear escalation procedures and up-to-date support documentation.
• Track customer satisfaction, resolution quality, and repeat contacts alongside productivity measures.
• Prepare reports explaining performance trends, workload challenges, and improvement opportunities.
• Coordinate schedules, breaks, and leave requests to maintain appropriate coverage.
• Identify recurring issues and recommend changes to products, communications, or internal processes.
• Follow company procedures for handling customer information and reviewing employee performance.

Conhecimentos

Customer service experience

Supervising/leading

Communication skills

Coaching

Reporting/Analytics

CRM platforms

Ferramentas

Zendesk

Salesforce Service Cloud

Freshdesk

Descrição da oferta de emprego

GracePath Healthcare is seeking a Customer Service Supervisor to lead a remote, multichannel support team. You will supervise daily activities, coach representatives, and resolve escalated inquiries while upholding service standards.

The role blends people management, quality assurance, and operational reporting, partnering with sales, billing, and technical support to identify recurring issues and refine procedures. Strong communication and CRM experience are essential.