Supervisor, Call Center

Brightree by Resmed; United States; Remote; USD 77,000 - 100,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Flexible Time Off

Paid holidays

Caregiver leave

Tuition assistance

Job summary

ResMed is seeking a Supervisor for its remote Call Center team to lead a patient-focused customer service group. You will coach up to 40 representatives, drive performance through KPIs, and mentor your team to deliver compassionate care while improving outcomes.

Strong leadership, 5 years in customer service, 4 years in people management, and excellent communication are required. This role emphasizes accountability, collaboration, and continuous development in a global digital health company.

Qualifications

• 5 years of customer service experience within a call center.
• 4 years of people management experience, preferably with teams of 20+.
• Strong leadership and organizational skills with the ability to prioritize and multitask.
• Excellent communication and relationship-building abilities.

Responsibilities

• Lead and manage the performance of a customer service team of up to 40 representatives.
• Oversee talent development, performance management, and career growth for your team.
• Mentor team members through active coaching and support using call metrics and KPIs.
• Serve as the first escalation point for high-touch patient inquiries with urgency and clarity.
• Analyze data and performance trends to identify opportunities for improvement.
• Collaborate with leadership and peers to align strategies and achieve service goals.

Skills

Customer service leadership

People management

Communication

Data-driven decisions

Education

High School Diploma or GED

Associate or Bachelor’s degree preferred

Job description

Lead with purpose and empower exceptional customer experiences

As a Supervisor in Resmed’s remote Call Center team, you’ll be at the heart of delivering compassionate and efficient service to the patients and customers who rely on us daily. Your leadership will directly shape how our customer support teams perform and grow—ensuring that every interaction reflects our commitment to care. You’ll guide and coach a team of Patient Success Representatives, blending operational excellence with a human touch to solve problems and improve outcomes. The work you do will not only elevate team performance but also enhance the wellbeing of the patients and providers we serve.

In this role, you’ll cultivate a culture of accountability, collaboration, and continuous development, helping your team thrive while driving performance goals and service quality. By mentoring and equipping your people to succeed, you’ll make a lasting impact on Resmed’s ability to deliver seamless, empathetic healthcare experiences at scale.

What You’ll Do

• Lead and manage the performance of a customer service team of up to 40 representatives
• Oversee talent development, performance management, and career growth for your team
• Mentor team members through active coaching and support using call metrics and KPIs
• Serve as the first escalation point for high-touch patient inquiries with urgency and clarity
• Analyze data and performance trends to identify opportunities for improvement
• Collaborate with leadership and peers to align strategies and achieve service goals

What You Bring

• High School Diploma or GED required; Associate or Bachelor’s degree preferred
• 5 years of customer service experience within a call center environment
• 4 years of people management experience, preferably with teams of 20+ members
• Strong leadership and organizational skills with the ability to prioritize and multitask
• Excellent communication and relationship-building abilities
• Proven experience driving results and motivating large teams in customer support settings

What Sets You Apart

• Customer-Centric Leadership - You inspire your team to always keep the patient at the center of every decision.
• Collaborative Energy - You thrive in partnership, coaching others while fostering cross-functional teamwork.
• Data-Driven Focus - You use performance metrics to guide improvements and celebrate achievements.
• Adaptability - You navigate change confidently and coach your team to do the same.
• Empowering Approach - You build trust and help others see their own potential through your guidance.

Why Join Resmed

At Resmed, you’ll be part of a global organization committed to transforming lives through innovative digital health technologies. Every day, our people make a real difference to millions of patients around the world by improving access to sleep and respiratory care in the home. You’ll join a team that values compassion, quality, and forward-thinking, with opportunities to learn, grow, and influence how better health starts at home.

Benefits and Compensation

At Resmed, we’re shaping the future by investing in our people through competitive pay, flexible work arrangements, and programs that support personal and professional growth.

Benefits (employees regularly scheduled to work 30+ hours per week) include:

• Medical, dental, vision, life, AD&D, and disability insurance
• HSA, FSA, commuter benefits, and sleep care management
• 401(k), ESPP, EAP, and tuition assistance
• Time off – Flexible Time Off (FTO)
• 14 paid company holidays
• Up to 14 weeks primary caregiver leave or 2 weeks secondary caregiver leave

Compensation:

Compensation is based on geographic location, qualifications, experience, skills, and internal equity. For positions outside the U.S., compensation is aligned to local market conditions. Resmed generally does not hire at or near the top of the pay range.

Pay Range:

$77,000.00 - $100,000.00 USD Annual

Eligible employees may have the opportunity to participate in incentive compensation programs, subject to applicable plan terms and eligibility requirements.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates.

We commit to respond to every applicant.