Supervisor, User Support

We need to output HTML fragment with sections for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, not invent or summarize away detail. Remove boilerplate. We need to parse the job description. Let's extract sections: - About the role: The initial paragraph describing mission, platform, etc. Could be "About the role" or "About the job". The description includes: "apree health is hiring a full-time Support Supervisor to join our Customer Support team in our Sandy, UT office. We seek smart and motivated individuals with experience in the rapidly growing healthcare & technology industry. This job is vital to the success of our products, and it demands a relentless customer focus, strong teamwork capabilities, and a keen interest in the intricacies of technology products. apree health is on a mission to build the first integrated health network that combines data-driven personalization, a coordinated care model, and aligned incentives to unlock value and make life better for those we serve. Our health navigation platform connects with hundreds of health vendors, benefits resources, and plan designs, giving rise to the world’s first comprehensive app for all health needs. The Supervisor role is an exciting opportunity to be part of a rapidly growing and game-changing healthcare technology company Support Center at the Salt Lake City, support Center of Excellence." We can put that under

About the role

with

paragraphs. - How Will You Make An Impact & Requirements: This seems like a combined section. Might be "Responsibilities" and "Requirements". The text includes: "The Role apree health is seeking an experienced, driven, and results-oriented Customer Support Supervisors of Operations to join our top-notch Customer Support team in our Sandy, UT office and lead a team of Customer Support Specialists. The successful candidate will be a thoughtful and thorough team leader responsible for ensuring success for the users of Castlight Health’s applications. This individual will be responsible for operational oversight and day-to-day leadership of the Customer Support work. The position will report to the Manager of Customer Support. Role A successful candidate for this role has contact center experience. The candidate is a strong advocate for users of Castlight Health’s applications, a strategic and analytical thought leader, has direct management experience, and thrives in a dynamic, evolving environment, whose aim is to: Provide best-in-class support to its customers and usersContribute to innovation in the organization by acting as a thought partner and subject matter expert on all things related to the contact center and user support" Then "Responsibilities" list: Oversee daily operations..., Develop and lead..., Ensure..., Develop and lead..., Collaborate..., Handle..., Coach..., Evaluate..., To set job expectations..., To showcase culture-building..., Prioritize projects..., Partner..., Conduct regular reviews..., Act as subject matter expert..., Support user satisfaction measurement..., Assist in monitoring..., Be present..., Be a thoughtful people manager... Then "Qualifications": BS/BA preferred or relevant experience, Minimum 2-3 years of management experience, Customer service experience within a support center, Strong proactive work ethic..., Excellent phone manners..., Excellent verbal and written communication skills, Ability to lead through collaboration and influence, Ability to build and motivate teams, Must have strong organizational skills..., Previous experience working in a software environment is a plus, Experience in health care preferred, Travel: Limited travel, less than 10%, Location: SLC, Utah Then "Compensation Range $55,660.00 to $83,490.00" with description. We need sections: Responsibilities (list), Requirements (maybe combine qualifications?), Qualifications (maybe separate), Skills (maybe part of qualifications), Benefits (none given), Pay (yes we have compensation range), Schedule (none given). We should not create sections with placeholder text. So include only sections with real content: About the role, Responsibilities, Qualifications, Pay. Possibly also Requirements if distinct from Qualifications. The text includes "How Will You Make An Impact & Requirements" then "The Role" etc. Might treat "Requirements" as the qualifications list. But we already have Qualifications section. Could combine Requirements and Qualifications into one section? The instruction: Prefer a few substantive sections over many thin ones. So we could have About the role, Responsibilities, Qualifications (which includes requirements, skills, etc.), Pay. That seems reasonable. We must not repeat job title as heading. So no

Support Supervisor

. Use headings for sections. We need to use

• for any list of duties/requirements/benefits. So Responsibilities list as
  . Qualifications list also as
  . Skills maybe part of qualifications but we can include them in same list. We need to preserve all substantive information; do not invent or summarize away detail. So we must keep details like "Oversee daily operations of a team within a rapidly growing user support contact center, including outbound call efforts" etc. Must keep each bullet as is. We need to ensure we don't drop any bullet. Let's extract responsibilities bullets exactly as in text: - Oversee daily operations of a team within a rapidly growing user support contact center, including outbound call efforts - Develop and lead a team of frontline Customer Support Specialists who perform customer support services - Ensure the team meets or exceeds quality goals and service levels - Develop and lead cross-functional initiatives to improve user experience - Collaborate with the larger organization as well as the contact center’s Escalation Team and Process Excellence Team - Handle issue escalation and work to identify trends with customer-reported issues, teammate issues, and process issues - Coach and develop in-office and work-from-home T1 guides to help them provide outstanding support and to grow and develop at Castlight - Evaluate user calls, chats, and emails according to our Quality program and be a champion of service excellence - To set job expectations and provide recognition and feedback to T1 guides using metrics and measures regarding quality, customer satisfaction, operation efficiencies, case management, teamwork, etc. - To showcase culture-building behaviors by living and promoting Castlight values - Prioritize projects with leadership based on strategic priorities and ensure the completion of projects on an ongoing basis - Partner with senior management to develop and adapt service models with the growth of the business - Conduct regular reviews of departmental processes to execute process improvement opportunities - Act as subject matter expert to other areas of the organization for strategic projects, customer-driven pilot programs, and customization - Support user satisfaction measurement and reporting to the company (for call support satisfaction). Assist in monitoring and reporting customer service levels, internal operations, and insights-based reporting. - Be present to support guides working in the office when guides are working in the office - Be a thoughtful people manager Note some bullets start with "To". We'll keep them. Now Qualifications list: - BS/BA preferred or relevant experience - Minimum 2-3 years of management experience - Customer service experience within a support center - Strong proactive work ethic and unwavering commitment to high-quality work - Excellent phone manners and interpersonal skills - Excellent verbal and written communication skills - Ability to lead through collaboration and influence - Ability to build and motivate teams - Must have strong organizational skills, attention to detail, and flexibility as well as the ability to work effectively with cross-functional teams - Previous experience working in a software environment is a plus - Experience in health care preferred - Travel: Limited travel, less than 10% - Location: SLC, Utah We should keep these as list items. Now About the role paragraph(s). We'll combine into maybe two paragraphs. Now Pay section: Provide compensation range and description. We need to output only HTML fragment, no /, no markdown fences. Thus:

  About the role

  apree health is hiring a full-time Support Supervisor to join our Customer Support team in our Sandy, UT office. We seek smart and motivated individuals with experience in the rapidly growing healthcare & technology industry. This job is vital to the success of our products, and it demands a relentless customer focus, strong teamwork capabilities, and a keen interest in the intricacies of technology products. apree health is on a mission to build the first integrated health network that combines data-driven personalization, a coordinated care model, and aligned incentives to unlock value and make life better for those we serve. Our health navigation platform connects with hundreds of health vendors, benefits resources, and plan designs, giving rise to the world’s first comprehensive app for all health needs. The Supervisor role is an exciting opportunity to be part of a rapidly growing and game-changing healthcare technology company Support Center at the Salt Lake City, support Center of Excellence.

  Responsibilities

  • Oversee daily operations of a team within a rapidly growing user support contact center, including outbound call efforts
  • Develop and lead a team of frontline Customer Support Specialists who perform customer support services
  • Ensure the team meets or exceeds quality goals and service levels
  • Develop and lead cross-functional initiatives to improve user experience
  • Collaborate with the larger organization as well as the contact center’s Escalation Team and Process Excellence Team
  • Handle issue escalation and work to identify trends with customer-reported issues, teammate issues, and process issues
  • Coach and develop in-office and work-from-home T1 guides to help them provide outstanding support and to grow and develop at Castlight
  • Evaluate user calls, chats, and emails according to our Quality program and be a champion of service excellence
  • To set job expectations and provide recognition and feedback to T1 guides using metrics and measures regarding quality, customer satisfaction, operation efficiencies, case management, teamwork, etc.
  • To showcase culture-building behaviors by living and promoting Castlight values
  • Prioritize projects with leadership based on strategic priorities and ensure the completion of projects on an ongoing basis
  • Partner with senior management to develop and adapt service models with the growth of the business
  • Conduct regular reviews of departmental processes to execute process improvement opportunities
  • Act as subject matter expert to other areas of the organization for strategic projects, customer-driven pilot programs, and customization
  • Support user satisfaction measurement and reporting to the company (for call support satisfaction). Assist in monitoring and reporting customer service levels, internal operations, and insights-based reporting.
  • Be present to support guides working in the office when guides are working in the office
  • Be a thoughtful people manager

  Qualifications

  • BS/BA preferred or relevant experience
  • Minimum 2-3 years of management experience
  • Customer service experience within a support center
  • Strong proactive work ethic and unwavering commitment to high-quality work
  • Excellent phone manners and interpersonal skills
  • Excellent verbal and written communication skills
  • Ability to lead through collaboration and influence
  • Ability to build and motivate teams
  • Must have strong organizational skills, attention to detail, and flexibility as well as the ability to work effectively with cross-functional teams
  • Previous experience working in a software environment is a plus
  • Experience in health care preferred
  • Travel: Limited travel, less than 10%
  • Location: SLC, Utah

  Pay

  The anticipated base salary range is $55,660.00 to $83,490.00. Actual compensation will be determined based on factors including experience, skills, qualifications, geographic location, internal equity, and business needs.

  We should not include extra fluff like "The anticipated base salary range represents the Company's good-faith estimate..." but we can keep that as part of description. The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. So we