Supervisor, Customer Support

Public Partnerships | PPL•Albany, NY

3d•$60,000 - $70,000•Onsite

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Public Partnerships LLC (PPL) provides helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and “self-direct” their care. Known as consumer direction in New York, this long-term care model empowers people to take control of who provides their services and where. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025. We will, along with a diverse alliance of service partners across the state, support the delivery of culturally sensitive and disability competent care to CDPAP participants. We are looking for people who share our passion for helping New Yorkers live happy, healthy, and independent lives to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions. Our culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve. Learn more about PPL and CDPAP at https://pplfirst.com/cdpap This role will be working onsite at our Latham, NY office. Job Summary The Customer Support Supervisor is responsible for overseeing the day-to-day operations of the customer support team, ensuring that high standards of customer service are met. This role involves managing a team of customer support agents, providing coaching and support, addressing complex client concerns, and maintaining a positive and productive team environment. The Customer Support Supervisor plays a key role in delivering excellent service to clients while ensuring that team performance aligns with company goals.

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.
Education: High school diploma or equivalent required; associate or bachelor’s degree preferred, professional experience in a related field may be considered in lieu of formal degree.
Experience: 2+ years of experience in customer service or client support, with at least 1 year in a supervisory or leadership role.

Nice To Haves

Understanding of industry regulations and best practices related to customer service in healthcare or home care services is a plus.

Responsibilities

Team Supervision: Oversee a team of customer support agents, providing guidance, coaching, and feedback to ensure high levels of performance and quality of service.
Performance Management: Monitor and evaluate team performance against KPIs (Key Performance Indicators) and service standards. Conduct regular performance reviews and provide constructive feedback.
Client Support: Handle escalated customer inquiries, concerns, or complaints, ensuring timely and effective resolutions while maintaining high customer satisfaction.
Training & Development: Assist in onboarding and training new team members, and ensure ongoing development through regular coaching and skills training.
Process Improvement: Identify opportunities to improve customer support processes, workflows, and tools. Collaborate with the team to implement changes that increase efficiency and client satisfaction.
Quality Assurance: Ensure that all customer interactions meet company standards for quality, professionalism, and compliance with policies and regulations.
Scheduling & Coordination: Assist in scheduling and ensuring adequate staffing levels for customer support operations. Ensure that shifts are adequately covered to meet the service demand.
Reporting: Generate regular reports on team performance, customer feedback, and key metrics. Use data to identify trends and provide insights to the Customer Support Manager.
Collaboration: Work closely with other departments (e.g., Operations, Enrollment, Compliance) to address client needs and improve the overall client experience.
Client Advocacy: Advocate for clients, ensuring their needs are understood and appropriately addressed by the team.