Member Support Supervisor
About The Position
Serenity Healthcare is a fast-growing, tech-enabled care company seeking a Member Support Supervisor to lead a high-volume inbound call team. This role involves setting and maintaining high standards for service, providing daily coaching to improve performance and confidence, and ensuring every member interaction reflects five-star service. The supervisor will monitor calls and CRM data to identify trends, address skill gaps, and drive quality metrics. The position requires handling escalated member interactions professionally, holding the team accountable for schedule adherence and conversion targets, and conducting regular performance reviews. The supervisor will also collaborate with operations and clinic teams to optimize workflows and maintain a productive, supportive team culture.
Requirements
- Minimum 1 year of experience supervising a call center team
- You don't just set expectations — you model them
- Proven track record of hitting team performance metrics and holding people accountable with care
- Strong verbal communication — clear, direct, and composed under pressure
- Comfortable with data: you use numbers to coach, not just to report
- You leave every shift with the team better than you found it
Responsibilities
- Lead and develop a team of employees in a fast-paced, high-volume call environment
- Coach daily — specific, consistent feedback that raises performance and builds confidence
- Monitor calls and CRM data to identify trends, close skill gaps, and drive quality metrics
- Handle escalated member interactions with composure, professionalism, and clear resolution
- Hold the team accountable to schedule adherence, conversion targets, and quality standards
- Run team huddles, one-on-ones, and performance reviews with structure and follow-through
- Partner with operations and clinic teams to keep workflows smooth and service levels high
- Maintain a calm, productive floor culture where standards are high and support is real
Benefits
- Competitive pay based on experience
- 90% employer-paid medical, dental, and vision insurance
- 401(k) retirement plan
- 10 PTO days (15 after year one) + 10 paid holidays
- Referral bonuses when you bring great people in
- Fast-growing company with real career progression for strong performers
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1-10 employees
