Full-Time | Remote | Healthcare Industry
Must reside in one of the following states: CO, OH, NC, TX, UT, GA, or FL
Sidecar Health is transforming the U.S. healthcare system with a mission to make high-quality care affordable, transparent, and personalized. We’re seeking a Customer Service Supervisor – Member Care to lead a team of 10–15 Member Care Specialists, ensuring exceptional service for our members while fostering a culture of innovation and continuous improvement.
Key Responsibilities
Lead with Purpose
- Coach and develop team members to deliver exceptional service that aligns with company values.
- Set clear performance goals and hold team members accountable while encouraging professional growth.
- Build a positive, member-focused team culture with a startup mindset.
Drive Operational Excellence
- Monitor and manage key metrics such as first-call resolution, satisfaction scores, and productivity.
- Partner with QA and Training to ensure accurate, transparent information delivery.
- Collaborate with Workforce Management to optimize scheduling across phone, chat, and ticket channels.
- Handle escalated member situations with expert product knowledge.
Champion Continuous Improvement
- Analyze member feedback to identify trends and propose solutions.
- Partner with Training to onboard and upskill specialists.
- Contribute to special projects impacting member experience and operational efficiency.
- Share insights with Product and Operations teams to influence improvements.
Foster Team Development
- Conduct regular one-on-ones, performance reviews, and career development discussions.
- Address performance issues with empathy and clarity.
- Recognize and celebrate achievements that reflect company values.
Schedule: Flexibility required for shifts between 8:00 a.m. – 8:00 p.m. ET, Monday–Friday, with occasional weekend on-call coverage (8:00 a.m. – 5:00 p.m. ET).
Required Skills & Qualifications
- 5+ years in customer service, including 2+ years in team leadership (preferred).
- Proven ability to manage performance, set goals, and provide coaching.
- Strong communication, problem-solving, and conflict resolution skills.
- Experience in fast-paced, evolving environments.
- High attention to detail with effective task prioritization.
Equal Opportunity Employer: Sidecar Health values diversity and is committed to providing equal opportunities regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.