Supervisor, Technical Customer Care
Job Summary
Job Description
HHAeXchange is seeking a Technical Customer Care Supervisor to lead, coach, and mentor a team of up to 12 Technical Support staff. The role involves ensuring enhanced performance and development of the team, delivering SLA performance, and driving company core values. Responsibilities include managing ticket system queues, addressing escalations, enforcing policies, conducting performance evaluations, and collaborating with Quality Assurance. The supervisor will also be involved in hiring new team members and cultivating a positive company culture. The ideal candidate will have at least 3 years of experience in managing a technical customer care team, excellent communication and customer service skills, proficiency in Salesforce, strong organizational skills, and leadership abilities.
Must have:
- 3+ years managing technical customer care team
- Excellent customer service and communication skills
- Proficiency in Salesforce
- Strong organizational skills
- Detail oriented with strong technical skills
- Demonstrated team building and leadership skills
- Ability to balance efficiency and customer service
- Proven interpersonal and collaborative skills
- Passionate about customer service
Good to have:
- Experience with SMB / non-tech savvy personas
- Experience supporting software with a freemium platform
Perks:
- Competitive health plans
- Paid time-off
- Company paid holidays
- 401K retirement program with company match
4 skills required
Job Details
HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and 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.
Our Technical Customer Care Supervisor will lead, coach, and mentor their Technical Customer Care staff to ensure enhanced performance, growth, and development. This supervisory role must have strong communication skills and deliver SLA performance while driving the company core values. This is a front-line manager position where you will directly manage up to 12 Technical Support staff.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Job Duties
- Lead, coach, support, and mentor Technical Customer Care staff to ensure enhanced performance, growth and development, including monitoring and managing ticket system queues to ensure timely resolutions of assigned tickets.
- Communicate clearly and effectively, aligning team members to organizational goals and SLAs.
- Address escalations and supervisor calls.
- Adhere and enforce established policies and protocols ensuring alignment of goals and guidelines.
- Deliver performance evaluations and follow the disciplinary process according to company policy.
- Work with Quality Assurance to understand technical support specialist opportunities for improvement and address through on-going coaching and performance development.
- Maintains familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas.
- Supervise, interview, and hire a staff of Technical Customer Care representatives.
- Cultivate a positive company culture focused on collaboration and team building.
Other Job Duties
- Other duties as assigned by supervisor or HHAeXchange leader.
Travel Requirements.
- None
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, if appliable, from our Minneapolis, MN location.
- Experience with SMB / non-tech savvy personas a plus.
- Experience supporting software that offers a freemium platform a plus.
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.
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