Supervisor, Technical Customer Care

Change.org, PBC; Minneapolis (MN); On-site; USD 75,000 - 80,000; Full time

Benefits offered by this job

Competitive health plans

Paid time-off

401K retirement program with company match

Job summary

A technology company for healthcare seeks a Supervisor, Technical Customer Care to lead and develop a technical support team. In this role, you will manage daily operations, ensure high performance, and foster team growth. The ideal candidate has over 3 years of experience in technical customer care. This on-site position is based in Bloomington, MN, requiring 5 days per week attendance. A competitive salary between $75,000-$80,000, along with comprehensive benefits, is offered.

Qualifications

• 3+ years of experience in managing a technical customer care team.
• Excellent customer service and communication skills.
• Strong organizational skills and ability to manage priorities.
• Leadership abilities to lead and motivate a team.

Responsibilities

• Lead, coach, and develop Technical Customer Care staff.
• Own day-to-day operational health of Technical Customer Care.
• Serve as primary escalation owner for complex customer issues.
• Monitor and report on operational performance metrics.

Skills

Customer service

Communication skills

Organizational skills

Technical skills

Leadership

Education

3+ years of experience in managing a technical customer care team

Tools

Salesforce

Job description

Overview

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was built to create a comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive at home and in their communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

The Supervisor, Technical Customer Care will lead, coach, and mentor Technical Customer Care representatives to ensure enhanced performance, growth, and development. This supervisory role requires strong communication skills, delivering SLA performance, and upholding the company core values. This is a front-line leadership position where you will directly manage 12-15 Technical Support staff.

This is an on-site position based out of our Bloomington, MN office, with an on-site presence required 5 days per week.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities

• Lead, coach, and develop Technical Customer Care staff through regular 1:1s, real-time feedback, and targeted performance improvement plans, ensuring individual performance aligns with operational goals.
• Communicate clearly and effectively, aligning team members to organizational goals and SLAs.
• Own day-to-day operational health of Technical Customer Care, including ticket queue performance, backlog levels, SLA adherence, and real-time workload balancing across the team.
• Serve as the primary escalation owner, accountable for triage, communication, and resolution of complex or high-impact customer issues.
• Monitor, analyze, and report on operational performance metrics (queue health, backlog trends, escalation rates, SLA compliance), identifying risks and implementing corrective action plans.
• Adhere and enforce established policies and protocols ensuring alignment of goals and guidelines.
• Deliver performance evaluations and manage corrective action processes, ensuring consistency, fairness, and alignment with company policy.
• Work with Quality Assurance to understand technical support representative opportunities for improvement and address through ongoing coaching and performance development.
• Maintain familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas.
• Ability to remain calm, composed, and articulate when dealing with tough employee and customer situations.
• Monitor and evaluate departmental performance, identifying areas for improvement and growth.
• Collaborate with senior leadership to define key success metrics and drive department-wide performance.
• Oversee the execution of high-level initiatives while keeping an eye on long-term organizational impact.
• Ensure effective resource allocation, balancing immediate needs with overall company goals.
• Develop and implement long-term strategic team goals in alignment with overall company goals.
• Foster a culture of innovation, continuous improvement, and collaboration within the team.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

• Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

• 3+ years of experience in managing a technical customer care team.
• Excellent customer service, communication skills and proficiency in Salesforce.
• Strong organizational skills and ability to manage priorities and workflow.
• Detail oriented with strong technical skills.
• Demonstrated team building and leadership skills.
• Ability to balance department efficiency and excellent customer service.
• Leadership abilities to lead and motivate a team towards shared goals.
• Proven interpersonal, collaborative, and relationship building skills.
• Passionate about customer service and delivering value to customers.
• Ability to work assigned shifts including Saturday or Sunday.
• Experience with SMB / non-tech savvy personas a plus.
• Experience supporting software that offers a freemium platform a plus.

The base salary range for this US-based, full-time, and exempt position is $75,000-$80,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.