Technical Support Supervisor

Summary

Join iRhythm, a leading digital healthcare company, as a Customer Care Technical Support Supervisor! You will oversee a team of 7-15 Technical Support Engineers, providing high-quality customer service and ensuring service level objectives are met. Responsibilities include team management, performance monitoring, process improvement, and acting as an escalation point for technical issues. This role requires 5+ years of experience in a high-volume call center, with at least 2 years in a leadership position, and strong technical problem-solving skills. A Bachelor's degree or relevant experience is preferred. iRhythm offers a competitive compensation package and excellent benefits, including medical, dental, vision, and various other perks.

Requirements

• 5+ years of experience in a high-volume call center environment with at least 2 years in a leadership position
• Strong proficiency with tools commonly used in a call center environment including customer relationship management, workforce management, reporting and telephony-based systems
• Strong analytic skills with the ability to identify trends and present information in a succinct and actionable manner
• Extensive technical problem-solving experience with web-based and IOS platforms
• Effective communicator with a talent for providing constructive feedback to team members
• Demonstrated leadership capabilities, successfully guiding teams through periods of rapid growth
• Skilled at multitasking and prioritizing tasks in fast-paced, real-time environments
• Exceptionally collaborative, flexible and adaptive when engaging with customers and various teams within iRhythm

Responsibilities

• Oversee a team of 7-15 Technical Support Engineers who are servicing requests from accounts, patients and internal business partners for technical issues and providing daily monitoring and technical resolutions to system integrations
• Provide daily direction through coaching, one-on-ones and quality feedback to ensure the highest quality of technical support for the Customer Care department
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to streamline operations through improved processes and additional technology
• Act as a point of escalation for technical issues involving the Customer Care team
• Provide daily, weekly and monthly metrics on all activity performed by the Technical Support Engineering team
• Consistently partner with other Engineering teams within iRhythm to ensure constant alignment and continued support
• Respond to and resolve employee relations issues expressed by team members by working with employee, Director, Customer Care Operations and HR to understand, resolve and document issues
• Work as a member / leader of special or ongoing projects that are important to Customer Care and process improvement

Preferred Qualifications

Bachelor’s degree or relevant experience in healthcare field

Benefits

• Competitive compensation package
• Excellent benefits including medical, dental, and vision insurances (all of which start on your first day)
• Health savings account employer contributions (when enrolled in high deductible medical plan)
• Cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts)
• Travel reimbursement for medical care
• Noncontributory basic life insurance & short/ long term disability
• Emotional health support for you and your loved ones
• Legal / financial / identity theft/ pet and child referral assistance
• Paid parental leave
• Paid holidays
• Travel assistance for personal trips and PTO!
• 401(k) (with company match)
• An Employee Stock Purchase Plan
• Pet insurance discount
• Unlimited amount of Linked In Learning classes