Customer Care Supervisor

Jobgether

4d • $68,000 - $72,000 • Remote

About The Position

This role leads a team of Claims Support specialists responsible for resolving complex and escalated customer issues while maintaining high standards of quality, compliance, and timeliness. The Customer Care Supervisor ensures the smooth operation of daily workflows, coaches team members for performance and development, and drives key metrics such as CSAT, productivity, and SLA adherence. You will work closely with cross-functional teams including Engineering, Product, and Partner Operations to resolve system issues and optimize processes in a fast-paced, high-accountability environment. Success in this position requires strong analytical skills, proactive problem-solving, and the ability to manage both remote and on-site team members. The role balances hands-on management with strategic oversight, providing insights to leadership and fostering a customer-first culture.

Requirements

• Minimum 5 years of experience in claims management, contact center operations, or BPO management.
• Proven experience managing remote agents and both voice and written communication channels.
• Strong analytical skills and proficiency with data and reporting tools such as Google Suite, Excel, or Tableau.
• Excellent communication, interpersonal, and problem-solving abilities.
• Ability to thrive in a fast-paced, dynamic environment, prioritizing multiple tasks effectively.
• Self-driven, with a strong sense of urgency and the ability to implement solutions proactively.
• Demonstrated ability to coach and develop high-performing teams in a results-oriented culture.

Responsibilities

• Oversee daily claims workflows to ensure accuracy, compliance, timeliness, and SLA adherence.
• Manage team performance across KPIs including CSAT, Quality, Productivity, Aging, and SLA, translating results into actionable plans.
• Coach, develop, and mentor team members through 1:1s, performance management, and targeted development initiatives.
• Conduct regular quality audits and use insights to improve processes and guide coaching.
• Serve as the escalation point for high-risk or executive-level customer issues.
• Partner with Engineering, Product, and Partner teams to resolve system issues and workflow failures in real time.
• Provide data-driven reporting and insights to leadership to support strategic decisions and process improvements.
• Foster a culture of accountability, customer-first focus, and compliance within the team.

Benefits

• Competitive salary range: $68,000 - $72,000 USD per year.
• Fully remote position with flexible work arrangements.
• Full medical, dental, and vision benefits.
• Generous paid time off and holiday policy.
• 401(k) plan with financial guidance.
• Stock options or equity participation in a growing, early-stage company.
• Collaborative and supportive team environment with opportunities for professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed