Field Support Supervisor, Customer Success

About the role

The Field Support Supervisor, Customer Success is responsible for guiding the Field Support Rep team to provide excellent customer service to our members. This role involves managing performance and productivity, acting as an escalation point, ensuring team morale, and overseeing the integrity of the work done by the team.

Responsibilities

• Managing performance and productivity of the team by setting proper goals and expectations, and holding agents accountable to them
• Acting as an escalation point to the team to assist in cases of difficult or complex situations/questions
• Ensuring team morale, and fostering a supportive and positive culture
• Fielding and passing on feedback as appropriate from members and member care specialists
• Overseeing the integrity of the work the team is doing by ensuring correct information and feedback is shared, as well as assuring that QA feedback is calibrated
• Making sure agents are moving and working effectively, and assisting in the field as necessary to ensure a positive member and group experience
• Working/Coordinating with the Training team to ensure seamless onboarding of new agents
• Working/Coordinating with the Workforce team to ensure schedule adherence, service levels, and other efficiency standards
• Overseeing and coordinating travel of field agents, with reliable transportation and ability to travel around to all agent territories as necessary
• Evaluating employee performance and conducting performance reviews
• Managing necessary disciplinary action of employees as necessary, up to and including termination and keeping detailed records of such interactions
• Developing performance metrics unique to the field agent team, and continuously learning from and improving on team structure and processes
• Other job-related duties as assigned

Qualifications

To succeed in this role, you must be located in Ohio, Georgia, or Florida. You should have experience managing a team, strong communication skills, and the ability to handle challenging situations.

Benefits

• Competitive salary and equity package
• Comprehensive Medical, Dental, and Vision benefits
• A 401k retirement plan
• Paid vacation and company holidays

Pay

Details about pay are not specified in the job posting.

Schedule

Details about the schedule are not specified in the job posting.