Field Support Supervisor (Customer Success)
About the role
About the Role
Our Member Care team is at the forefront of our business. Your role is easily the most important: support our members on their healthcare journeys. We're growing our team and looking for warm, passionate people to join us to help deliver the best experience in healthcare.
As a Field Support Supervisor, your job will be to guide the Field Support Rep team to achieve efficiency in providing excellent customer service to our members by answering their questions, solving their problems, and ensuring they have access to the care they need. Our Field Support team works in the field supporting members at their worksites, and they partner closely with our Account Management, Claims, and Provider teams to assist group members who need support using their Sidecar Health benefits.
About the Role
A Field Support Supervisor’s primary duties involve making sure their team is productive and happy, meeting all performance expectations, and fulfilling individually assigned job duties to the best of their ability to ensure a positive member experience whenever possible. Teams of approximately 10 agents will report directly to the Field Support Supervisor.
**You must be located in Ohio, Georgia, or Florida to be considered for this position**
What You'll Do
- 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