Member Support Supervisor

About the role

Serenity Healthcare is a fast-growing, tech-enabled care company looking for a Member Support Supervisor to lead a high-volume inbound call team. You'll set the standard, coach to it daily, and make sure every member interaction reflects the five-star service our team is known for.

Responsibilities

• Lead and develop a team of employees in a fast-paced, high-volume call environment
• Coach daily — specific, consistent feedback that raises performance and builds confidence
• Monitor calls and CRM data to identify trends, close skill gaps, and drive quality metrics
• Handle escalated member interactions with composure, professionalism, and clear resolution
• Hold the team accountable to schedule adherence, conversion targets, and quality standards
• Run team huddles, one-on-ones, and performance reviews with structure and follow-through
• Partner with operations and clinic teams to keep workflows smooth and service levels high
• Maintain a calm, productive floor culture where standards are high and support is real

Requirements

• Minimum 1 year of experience supervising a call center team
• You don't just set expectations — you model them
• Prowen track record of hitting team performance metrics and holding people accountable with care
• Strong verbal communication — clear, direct, and composed under pressure
• Comfortable with data: you use numbers to coach, not just to report
• You leave every shift with the team better than you found it

Benefits

• Competitive pay based on experience
• 90% employer-paid medical, dental, and vision insurance
• 401(k) retirement plan
• 10 PTO days (15 after year one) + 10 paid holidays
• Referral bonuses when you bring great people in
• Fast-growing company with real career progression for strong performers

About Serenity Healthcare

Serenity Healthcare is a fast-growing, tech-enabled care company delivering innovative, evidence-based treatments that produce lasting outcomes for our members. We hold ourselves to a high bar in everything we do — and that starts with how we lead. If you've been trained that "good enough" isn't good enough, you'll fit right in here.

Employment Type

Full-Time ON-SITE

Equal Opportunity Employer

Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.