Regional Shift Lead

Summary

Join Honor's market team as a Shift Lead and ensure seamless experiences for clients and Care Professionals. Support the Regional Associate team in staffing, stabilize escalations, and support investigations. Prioritize work to meet dynamic needs, including triaging tickets and delegating tasks. Provide timely support to Regional Associates, offer feedback and coaching, and QA success metrics. Coordinate with team members, manage client account updates, and document tickets. Work cross-functionally with recruiting, CPHR, and billing teams. This role requires 3+ years in customer service, 6+ months in complex client management, and 1+ year in a lead role. Honor offers a competitive salary, equity, 401k matching, comprehensive health benefits, paid time off, and more. The position is remote-friendly, with most roles being work-from-home.

Requirements

• 3+ years of experience working in a customer service role
• 6+ months of experience working in a complex client or patient management position or demanding customer service role
• 1+ years in a lead role
• Strong commitment to providing the highest quality of care and sensitivity to client needs along with exceptional customer service and client orientation
• Flexibility to work on at least one weekend day
• Effectively stabilize issues and service complications that require escalation and support the market team to provide a timely and thorough resolution

Responsibilities

• Provide exceptional service to clients and Care Pros through Regional Associate support
• Prioritize work within the market team to meet the dynamically changing needs of partners, clients and Care Pros, including triaging tickets and delegating work
• Support Regional Associates who are responding to inquiries and issues in a timely manner
• Provide feedback and coaching on workflows and execution of tasks to Regional Associates to enable their success
• QA success metrics like call answer rates, voicemail resolution and text response rates in live time and reprioritize team assignments as needed
• Coordinate with market team members to deliver a seamless client and Care Pro experience
• Manage updates to client accounts and care plans to ensure that the market team has updated information to address clients’ needs in urgent situations
• Clearly and consistently document client and Care Pro tickets in Admin as needed
• Provide critical updates to partners and respond to their time-sensitive requests
• Work cross-functionally to provide feedback and support to other internal efforts such as Care Pro recruiting, CPHR, and billing

Benefits

• Equity
• 401K with up to a 4% match
• Medical, dental and vision coverage including zero cost plans for employees
• Short Term Disability, Long Term Disability and Life Insurance are fully employer paid with a voluntary additional Life Insurance option
• A generous time off program
• Mental health benefits
• Wellness program
• Discount program