Agent Support Supervisor

Summary

Join HealthSherpa's Agent Support team as a remote seasonal contract employee! Manage 6-10 remote support staff, providing leadership and feedback on phone calls, chats, and emails. Monitor team performance metrics to identify coaching needs and workflow improvements. Collaborate with cross-functional teams to enhance processes. This role requires 2+ years of customer service management experience and a dedicated, quiet workspace. HealthSherpa offers competitive hourly wages, a monthly internet stipend, paid training, performance-based bonuses, and overtime opportunities.

Requirements

• Residency in Florida, Ohio, Tennessee, Texas, Utah, or Virginia
• 2+ years of previous customer service management experience
• 5+ years of combined education, work, and/or volunteer experience
• A dedicated space to work remotely that has room for a desktop monitor and other provided equipment
• A work space that is free of background noise and distraction to provide information privacy

Responsibilities

• Monitor and analyze individual and team performance metrics (e.g., AHT, CSAT, QA scores) to identify coaching opportunities and workflow adjustments
• Provide support and leadership and ensure productivity amongst our seasonal support staff
• Provide feedback to seasonal support staff on inbound phone calls, online chats, and email communications
• Support the Team Manager with daily team management
• Handle first level escalations
• Collaborate with cross-functional teams (e.g., QA, Training, Management) to surface support trends and implement process improvements

Preferred Qualifications

Previous experience in a call center environment

Benefits

• Fully remote employment
• Hourly wage: $20 ($21 for bilingual in Spanish)
• Computer and equipment for the duration of the role
• Monthly internet stipend
• Paid training
• Performance-based bonus opportunity
• Overtime opportunities
• Remote-first company (US-based remote only)
• Great compensation package at a high-growth, profitable company
• Excellent benefits package that includes health, vision, and dental coverage for you, your spouse, and dependents
• HSA/FSA options with corresponding contribution limits
• Monthly grocery stipend and home internet reimbursement
• 401K w/ a match after a grace period
• Life and AD&D coverage
• Disability insurance (Short and Long Term)
• Parental leave
• Four (4) weeks of paid vacation in addition to paid holidays
• Home office budget for remote team members
• Mental health and other wellbeing support programs through a partner network