Customer Support Supervisor - Remote US

Gainwell Technologies LLC

23h • Remote

About The Position

It takes great medical minds to create powerful solutions that solve some of healthcare’s most complex challenges. Join us and put your expertise to work in ways you never imagined possible. We know you’ve honed your career in a fast-moving medical environment. While Gainwell operates with a sense of urgency, you’ll have the opportunity to work more flexible hours. And working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work-life balance, continuous learning, and career development.
 SummaryThe Help Desk Supervisor – Healthcare – Remote US (WI Help Desk) role is responsible for overseeing a team of Help Desk Representatives who provide critical support in a healthcare call center environment. This includes supervising daily operations, ensuring adherence to policies and performance standards, and coaching team members to deliver exceptional service to providers and members. The Supervisor acts as the primary point of escalation, drives continuous improvement, and ensures that client expectations and regulatory requirements are met.Your role in our mission

Requirements

• 3–5 years of experience in a call center environment, with at least 1–2 years in a supervisory or leadership role.
• Strong knowledge of healthcare, Medicaid, or insurance processes preferred.
• Excellent communication and coaching skills, with the ability to motivate and guide a diverse team.
• Proficiency in Microsoft Office and call center systems (e.g., CRM, telephony platforms).
• Strong organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
• 100% remote role requiring a reliable high-speed internet connection (minimum 24 Mbps download / 8 Mbps upload) to support daily system and communication needs, supporting the WI Medicaid Help Desk program.
• Video cameras required for interviews and during the first week of orientation.
• Work schedule: 8-hour shifts between 7:00 a.m. – 6:00 p.m. CT, Monday through Friday.

Responsibilities

• Supervise day-to-day operations of the Help Desk team, ensuring service levels and quality standards are consistently achieved.
• Provide coaching, mentoring, and performance feedback to representatives, fostering professional development and engagement.
• Manage escalated calls or complex issues, resolving them promptly while supporting frontline staff.
• Monitor call center metrics (attendance, adherence, handle times, quality scores) and report results to leadership.
• Collaborate with training, quality, and operations teams to improve processes and enhance customer and employee experience.

Benefits

• Full suite of Gainwell employee benefits, including medical, dental, vision, 401(k) with company match, paid time off, floating holidays, and employee wellness programs.
• Opportunity to lead a high-performing team while making a direct impact on member and provider satisfaction.
• flexible vacation policy
• 401(k) employer match
• comprehensive health benefits
• educational assistance
• leadership and technical development academies

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees