Member Support Supervisor
About The Position
Serenity Healthcare is a fast-growing, tech-enabled care company delivering innovative, evidence-based treatments that produce lasting outcomes for our members. We hold ourselves to a high bar in everything we do — and that starts with how we lead. This role is for a Member Support Supervisor to lead a high-volume inbound call team. You will be responsible for setting the standard, coaching daily, and ensuring every member interaction reflects the five-star service our team is known for. If you've led teams in a call center previously and hold your team to the same high standards you hold yourself, this position is for you.
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
