Customer Care Supervisor - Remote

Overview

The Customer Care Supervisor at Beam Benefits is responsible for ensuring exceptional service delivery to stakeholders while managing and developing a team of Customer Care Representatives.

In Short

• Lead and manage the Customer Care team to achieve service excellence.
• Implement training programs for team development.
• Conduct audits and quality checks on customer interactions.
• Handle complex customer issues and escalations.
• Monitor service levels and ensure compliance with KPIs and SLAs.
• Collaborate with other teams for operational improvements.
• Foster a positive team environment to enhance engagement.
• Utilize analytics to identify improvement opportunities.
• Support the team in providing creative solutions to customer issues.
• Perform additional duties as assigned.

Requirements

• Experience in customer service management.
• Strong coaching and mentoring abilities.
• Proven track record of exceeding team goals.
• Ability to resolve complex customer issues.
• Expertise in customer service strategy development.
• Knowledge of relevant tools (JIRA, Zendesk, etc.).
• Excellent organizational and analytical skills.
• Experience in leading teams through change.
• Strong critical thinking and data-driven decision-making skills.
• Ability to thrive in a fast-paced environment.

Benefits

• Work in a dynamic and innovative environment.
• Collaborate with a skilled and diverse team.
• Opportunity to make a significant impact on customer experience.
• Empowerment and ownership in your role.
• Focus on improving employee benefits accessibility.