Support Manager: Data-Driven Coach for High-Volume Service

inspiracareers; Oak Brook (IL); Remote; USD 90,000 - 120,000; Full time

Job summary

Inspira seeks a Manager of H&B Support to lead a team of Support Specialists delivering pre-tax products like HSA and FSA, and services such as COBRA or Commuter Services. You will coach, analyze data, and partner with product, digital, account management and operations to drive elevated performance and service levels.

This role requires 5–7 years in servicing a high-volume center and 3+ years in leadership, plus strong communication and process-improvement skills.

Qualifications

• 5–7 years of servicing experience in a high-volume center.
• 3+ years of leadership experience.
• Knowledge of FSA/HSA and other H&B accounts.
• Strong analytical and data-driven decision-making abilities.
• Excellent communication and interpersonal skills.
• Proficient in Microsoft Office, with ability to navigate multiple systems.

Responsibilities

• Supervise a team of Support Specialists delivering daily client service.
• Ensure service levels, quality, and survey KPIs are met.
• Monitor attendance, adherence, and after-call work.
• Collaborate with product, sales, and operations on enhancements.
• Recruit, train, and coach staff; conduct performance reviews.
• Address escalated issues and coordinate with HR on matters.
• Work with Technology on program enhancements.
• Maintain professional service standards and high client satisfaction.
• Able to work hours when contact center is open.
• Other duties as assigned

Skills

Data analysis

Coaching & development

Communication skills

People management

Process improvement

Tools

Salesforce/Service Cloud

Job description

Inspira seeks a Manager of H&B Support to lead a team of Support Specialists delivering pre-tax products like HSA and FSA, and services such as COBRA or Commuter Services. You will coach, analyze data, and partner with product, digital, account management and operations to drive elevated performance and service levels.

This role requires 5–7 years in servicing a high-volume center and 3+ years in leadership, plus strong communication and process-improvement skills.