Supervisor, Customer Care, Healthcare

Inmar Intelligence•Winston-Salem, NC

13d

About The Position

The Supervisor, Customer Care leads a team of Tier 1 Healthcare Customer Care Representatives, providing day-to-day guidance, coaching, and support while ensuring customers receive timely, accurate, and professional service. The role partners with other Supervisors, Customer Care management, Tier 2 support, and cross-functional teams to strengthen employee capabilities, improve processes, and support customers across Inmar's healthcare products. The Supervisor helps prepare the team to support additional healthcare products and adopt new technology, including live messaging, AI-assisted support tools, automation, and a new contact center platform. The role oversees daily operations and service quality while coaching employees, improving workflows and knowledge resources, and helping the broader Customer Care organization adapt to change. The position is suited to a leader who develops people, supports excellent customer service, exercises sound judgment, and collaborates to make work more effective. Relevant experience in customer support, healthcare, pharmacy, technical support, or service operations can be helpful, but demonstrated leadership and transferable capabilities are also valued.

Requirements

Experience coaching, developing, and guiding others while building trust, encouraging accountability, and helping people succeed.
Sound judgment and a genuine commitment to customer service, particularly when handling difficult situations or competing priorities.
Strong communication and interpersonal skills, including listening, providing constructive feedback, addressing concerns directly, and maintaining productive relationships.
Ability to organize work, identify performance or process gaps, make informed decisions, and follow through on commitments.
Curiosity and adaptability, including willingness to learn new products and technology and help others become comfortable with change.
Initiative to recognize opportunities for improvement and collaborate with others to achieve meaningful results.
Candidates must be authorized to work in the United States without employer sponsorship now or in the future; the position is not eligible for student visa sponsorship, including F-1 OPT or CPT.

Nice To Haves

Experience in customer support, healthcare, pharmacy, technical support, or service operations.

Responsibilities

Lead and develop Customer Care Representatives through weekly one-on-one coaching, regular feedback, recognition, and conversations about performance and professional growth.
Set clear expectations, reinforce accountability, address performance concerns promptly, and provide employees with guidance and support to improve.
Identify employees' strengths and create opportunities for them to expand their knowledge, take on new challenges, and contribute to team improvements.
Partner with Customer Care management on hiring, onboarding, performance evaluations, employee engagement, and retention.
Oversee daily Tier 1 operations, balancing staffing coverage, workloads, and service expectations.
Help employees navigate challenging customer situations and ensure issues requiring specialized expertise are escalated with clear documentation and context.
Work with Tier 2 support and internal partners to understand recurring issues, close knowledge gaps, and improve first-contact resolution.
Review customer feedback, service quality, and operational performance to identify what is working and where improvements are needed.
Coordinate product training, assess employee readiness, improve workflows, and strengthen knowledge resources as Tier 1 support expands across Inmar's Healthcare portfolio.
Help introduce live messaging, AI-assisted support, automation, and other customer service tools, supporting employees as they learn and adapt.
Identify unnecessary steps, recurring problems, and process improvements that can improve customer service and employee effectiveness.
Collaborate with fellow Supervisors on initiatives benefiting the broader Customer Care organization, including sharing ideas, coordinating implementation, and promoting consistent practices.
Stay closely involved in daily operations during product, platform, and technology changes, helping employees navigate unfamiliar situations and addressing what is not working.