Customer Support Supervisor

Public Partnerships | PPL•Albany, NY

19h•Onsite

About The Position

The Customer Support Supervisor is responsible for overseeing the day-to-day operations of the customer support team, ensuring that high standards of customer service are met. This role involves managing a team of customer support agents, providing coaching and support, addressing complex client concerns, and maintaining a positive and productive team environment. The Customer Support Supervisor plays a key role in delivering excellent service to clients while ensuring that team performance aligns with company goals. Public Partnerships LLC (PPL) provides helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and “self-direct” their care. Known as consumer direction in New York, this long-term care model empowers people to take control of who provides their services and where. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025. We will, along with a diverse alliance of service partners across the state, support the delivery of culturally sensitive and disability competent care to CDPAP participants. We are looking for people who share our passion for helping New Yorkers live happy, healthy, and independent lives to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions. Our culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve.

Requirements

Proven ability to lead, motivate, and coach a team to deliver exceptional customer service.
Strong ability to handle complex customer issues, providing effective and efficient resolutions.
Excellent verbal and written communication skills with the ability to interact professionally with clients and team members.
Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.
A passion for delivering exceptional service and ensuring client satisfaction.
Comfort with using CRM systems, scheduling tools, and other customer service technologies.

Nice To Haves

Understanding of industry regulations and best practices related to customer service in healthcare or home care services is a plus.

Responsibilities

Oversee a team of customer support agents, providing guidance, coaching, and feedback
Conduct regular performance reviews and support ongoing development
Assist in onboarding and training new team members
Monitor and evaluate team performance against KPIs and service standards
Ensure high levels of performance, productivity, and service quality
Use data and metrics to drive accountability and improvements
Handle escalated customer inquiries, concerns, or complaints
Ensure timely, effective resolutions with a focus on customer satisfaction
Advocate for clients and ensure their needs are addressed
Identify opportunities to improve processes, workflows, and tools
Implement changes to increase efficiency and client satisfaction
Ensure adherence to quality, professionalism, and compliance standards
Assist in scheduling and staffing to meet service demand
Ensure adequate coverage and operational efficiency
Generate reports on team performance, customer feedback, and KPIs
Analyze trends and provide insights to leadership
Partner with Operations, Enrollment, Compliance, and other teams
Align on client needs and improve the overall customer experience