Customer Support Supervisor

Public Partnerships | PPL•Latham, NY

1d•$60,000 - $70,000•Onsite

About The Position

Public Partnerships LLC (PPL) is committed to helping people with disabilities, chronic illnesses, or other long-term health conditions stay at home and self-direct their care. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025. We are looking for passionate individuals to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions. Our culture attracts and rewards compassionate, results-oriented individuals who strive to exceed customer expectations. We desire motivated candidates excited to join our fast-paced, consumer-focused environment and make a difference in transforming lives. This role will be working onsite at our Latham, NY office.

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.
High school diploma or equivalent required.
2+ years of experience in customer service or client support.
At least 1 year in a supervisory or leadership role.

Nice To Haves

Associate or bachelor’s degree preferred.
Professional experience in a related field may be considered in lieu of formal degree.
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.