The Customer Care Supervisor is responsible for managing and leading the customer service team, ensuring that customer interactions meet company standards and expectations. This role combines people leadership with operational excellence requiring strong coaching abilities, data-driven decision making, and the capacity to maintain service quality under pressure.
Position Location: RDU Area, North Carolina
About the Role
We are seeking an experienced Customer Care Supervisor to lead our customer service team and drive operational excellence. In this role you will be supervising daily operations, monitoring performance metrics, and ensuring exceptional customer experiences across all interactions. Handling escalated customer complaints and resolving complex issues that team members are not able to address. Training and onboarding new staff, providing coaching, and conducting performance review. This role requires someone who thrives in a fast-paced environment and can balance empathy for both customers/patients and team members with the drive to achieve ambitious performance targets. Developing team members schedules, reviewing and approving time cards, managing PTO requests, supporting company policies and procedures.
As our Customer Care Supervisor, you will work closely with senior leadership to implement strategic initiatives while maintaining day-to-day operational stability. You'll have the opportunity to shape team culture, implement best practices, and directly impact both employee satisfaction and customer/patient loyalty. This position offers significant growth potential for the right candidate who demonstrates leadership excellence and operational expertise.
The ideal candidate will bring proven supervisory experience in a customer service environment, strong analytical skills, and a passion for developing others. You'll join a supportive leadership team committed to your professional growth while contributing to our mission of delivering outstanding customer service.
Must Have Qualifications:
· Bachelor’s degree in business administration, Communications or related field
· 3-5 years of call center or customer service experience with at least 2 years in a supervisory role in the healthcare industry.
· Proven track record of meeting and exceeding performance targets in metric-driven environment.
· Strong knowledge of call center/ customer care technologies
· Excellent verbal and written communication skills with the ability to interact effectively at all organizational levels
· Demonstrated coaching and mentoring abilities with experience in developing team members.
· Ability to work flexible hours to meet business needs.
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Call center management: 2 years (Required)
- Healthcare Industry: 2 years (Required)
- Athenahealth: 1 year (Required)
Work Location: Hybrid remote in Raleigh, NC 27610
