Experienced Full Stack Customer Service Supervisor – Remote Team Leadership and Operations Management

Join the Team at Blithequark: Where Heart Meets Innovation in Customer Service Blithequark is a leading organization dedicated to delivering exceptional customer experiences through innovative solutions and a passion-driven team. We're on the hunt for a seasoned Customer Service Supervisor to lead our remote team in providing top-notch service to our members and providers. As a Supervisor, you will be the driving force behind our customer-centric approach, ensuring that every interaction with our team leaves a lasting impression. About Blithequark At Blithequark, we believe that the heart of every interaction matters. Our purpose is to bring a personal touch to the world of customer service, making every moment count for our customers. We're committed to fostering a culture of innovation, teamwork, and growth, where every team member feels empowered to make a difference. Our Heart At Work Behaviors guide us in delivering exceptional service, and we're looking for talented individuals who share our passion for customer-centricity. Position Summary As a Customer Service Supervisor at Blithequark, you will be responsible for the overall supervision of our Customer Service team, ensuring that our members and providers receive exceptional service. Your primary focus will be on: Supervising and developing a high-performing team of Customer Service representatives Driving member/provider satisfaction, retention, and growth through efficient service delivery Coaching and evaluating team members on work procedures, call handling, and teamwork Monitoring performance measures, such as daily stats and schedule adherence, to allocate resources effectively Building collaborative relationships with internal business partners and constituents Removing barriers to job performance and ensuring regulatory compliance Attracting, selecting, and retaining top talent to achieve business goals Key Responsibilities Team Leadership and Development Supervise and mentor a team of Customer Service representatives to ensure exceptional performance Develop, implement, and evaluate training programs to enhance team skills and knowledge Conduct regular performance evaluations and provide constructive feedback to team members Utilize incentive programs to recognize and reward team achievements Customer Service Operations Monitor and analyze performance metrics, such as first-call resolution rates and customer satisfaction scores Identify areas for process improvement and implement changes to enhance service delivery Ensure compliance with regulatory requirements and company policies Collaborate with internal stakeholders to resolve customer complaints and issues Communication and Collaboration Serve as a liaison between the Customer Service team and other departments, such as management and provider teams Communicate effectively with team members, stakeholders, and customers to ensure seamless service delivery Build and maintain strong relationships with internal business partners and constituents Requirements and Qualifications Essential Qualifications 3-5 years of experience in a call center or customer service environment 1-3 years of supervisory experience in a highly transactional organization 1+ years of experience working with data analysis tools, such as Microsoft Excel, to create charts and pivot tables High-speed internet access (25 mbps or higher) and a reliable computer setup High school diploma or equivalent required Preferred Qualifications Advanced computer skills, including MS Excel, Word, PowerPoint, OneNote, and QuickBase Project management experience and/or certification LEAN Six Sigma methodology and experience What We Offer Compensation and Benefits Competitive salary range: $40,600 - $75,000 per year Eligibility for a bonus, commission, or short-term incentive program Comprehensive medical, dental, and vision benefits 401(k) retirement savings plan and Employee Stock Purchase Plan Fully-paid term life insurance plan and short-term and long-term disability benefits Perks and Time Off Paid Time Off (PTO) or vacation pay Paid holidays throughout the calendar year CVS store discount and discount programs with participating partners Education assistance and free development courses Why Join Blithequark? At Blithequark, we're committed to creating a work environment that is inclusive, supportive, and rewarding. As a Customer Service Supervisor, you'll have the opportunity to: Lead a high-performing team and make a meaningful impact on our customers' lives Develop your skills and expertise through ongoing training and development programs Collaborate with a talented team of professionals who share your passion for customer service Enjoy a flexible and remote work arrangement that supports work-life balance How to Apply If you're a motivated and customer-focused professional looking for a new challenge, we encourage you to apply for this exciting opportunity at Blithequark. Please submit your application, including your resume and a cover letter, to join our team and start making a difference in the lives of our customers. Apply for this job