Customer Service Supervisor - Member Care

Summary

Join Sidecar Health's Member Care team as a Supervisor and lead a team of 10-15 agents, ensuring their productivity, happiness, and positive member experiences. Manage team performance, foster a supportive culture, and field member feedback. Oversee the quality of work, monitor service levels, and assist with calls/chats/emails as needed. Collaborate with training and workforce teams to ensure smooth onboarding and schedule adherence. Conduct performance reviews and manage necessary disciplinary actions. This role requires flexibility in scheduling, including weekend shifts. Sidecar Health offers competitive salaries, equity, growth opportunities, and comprehensive benefits.

Requirements

• 5+ years of experience in customer service, with at least 2 years in team management, including performance management and goal setting
• Strong communication and problem-solving skills, thriving in a fast-paced, evolving environment
• Ability to connect with both team members and customers, providing coaching, feedback, and conflict resolution when needed
• Experience setting clear goals, prioritizing tasks, and allocating resources effectively, while paying strong attention to detail
• Familiarity with service level metrics, quality assurance processes, and driving performance improvements
• High school diploma or equivalent experience required; Bachelor’s degree (Preferred)

Responsibilities

• Manage performance and productivity of the team by setting proper goals and expectations, and holding agents accountable to them
• Fostering a supportive culture and ensure positive team morale
• Field and share feedback as appropriate from members and Member Care Specialists
• Oversee the integrity of the work the leads are doing by ensuring correct information and feedback is shared, as well as assuring that QA feedback is calibrated
• Monitor service levels, and assisting on calls/chats/emails as necessary to ensure a positive member experience
• Work with the Training team to ensure seamless onboarding of new agents
• Collaborate with the Workforce team to ensure schedule adherence, service levels, and other efficiency standards
• Evaluate employee performance and conduct performance reviews
• Manage necessary disciplinary action of employees as necessary, up to and including termination and keeping detailed records of such interactions
• Must be available to work a flexible schedule, including coverage for both opening, closing and weekend shifts based on business needs
• Other special projects and job-related duties as assigned

Preferred Qualifications

Healthcare/insurance experience, and bilingual skills (Preferred)

Benefits

• Competitive salary, company equity, and ample opportunities for growth
• Comprehensive Medical, Dental, and Vision benefits with no waiting period
• Paid vacation and company holidays
• IT Equipment, including laptop and monitors
• Most importantly, an opportunity to make an impact at a rapidly growing mission-driven company transforming healthcare in the U.S