Customer Support Manager

About the role

The Customer Support manager leads a high-volume healthcare support center and oversees a team of supervisors and specialists responsible for delivering exceptional service. This role manages daily operations, drives performance against service level targets, and ensures consistent execution across the support organization. You will coach supervisors, optimize workflows, and serve as the primary resource for real-time operations, escalations, and outbound support activities. This position requires a strong operational leader with deep healthcare call center management experience.

Responsibilities

• Lead and develop a team of three supervisors and customer support specialists
• Set team goals and manage performance against service level, quality, and efficiency targets
• Oversee real-time operations, monitor team metrics, and take action when performance gaps occur
• Manage high-volume inbound and outbound call center operations, ensuring consistent execution
• Review reports, attend operational meetings, and ensure daily performance aligns with organizational standards
• Resolve escalated or complex customer issues and serve as the management point of contact
• Develop short-term operational plans, including staffing, scheduling, and workflow alignment
• Partner with workforce analytics, training, and technology teams to optimize performance
• Coach supervisors through performance cycles, feedback sessions, and leadership development
• Contribute to support policies, procedures, and quality standards
• Motivate the team, actively engage with supervisors, and serve as a resource for questions and problem-solving
• Support outbound support initiatives and ensure quality and compliance in outreach activities
• Drive continuous improvement across customer support operations

Requirements

• Minimum 5 years of management experience
• Required: Healthcare call center management experience (inbound + outbound)
• Experience managing teams in a high-volume support center
• Experience overseeing real-time operations and performance metrics
• Strong background in workforce management, quality monitoring, and CRM platforms
• Proven ability to lead teams in a metric-driven environment
• Excellent communication, coaching, and leadership skills
• Health plan management experience is a plus