Customer Service Operations Supervisor

The Role

We’re seeking an experienced, full-time Customer Service Supervisor to lead a team of Associates and Senior Associates within our fast-growing, member-focused Concierge team. The role is focused on delivering a best-in-class member experience by digitally engaging to help members find the right healthcare for their needs. This role reports to the Vice President of Concierge.

Concierge serves as the voice of Garner, so you should be passionate about customer service and helping people solve their problems, and translating that to larger-scale preventive solutions. In this role, you will become an expert on Garner’s product, standards, and the needs of our members. You will lead a team of Associates who serve as the first line of support for members. In your role as Supervisor, you will manage your team to better quality outcomes, ensure we hit our operating metrics, serve as an escalation point for complex member issues, and identify  trends that inform continuous improvement.

To ensure we have coverage for Garner users, the Customer Service Supervisor will be on call during business hours as needed. Current service operates weekdays during East Coast business hours, though that may change in the future as needs dictate. Garner is headquartered in NYC, but this position is remote.

Responsibilities will include:

• Delivering exceptional service to our members on the most complex tickets via phone, chat, and email, offering education and guidance to help them understand their benefit and find the right provider
• Overseeing the overall performance of Concierge Associates’ quality and efficiency and ensuring all key performance metrics are being met
• Championing high quality member interactions by reviewing work regularly and providing thoughtful, strategic coaching that empowers team members to grow
• Cultivating growth with personalized performance plans and mentorship for direct reports, fueling each team member’s professional journey
• Ensuring we are properly staffed and responding to members in a timely manner according to our staffing plans
• Distilling gaps in complex or escalated member interactions and synthesizing them in a clear manner to internal stakeholders  
• Staying and keeping your team close to workflow and policy changes in a rapidly changing work environment to ensure members are receiving accurate responses
• Identifying trends in team performance and translating that to actionable feedback recommendations
• Maintaining detail-oriented working knowledge of employer health benefits and insurance
• Being a subject matter expert in member-facing issues

Ideal candidate has:

• Minimum of 3 years relevant experience with increasing levels of responsibility in a customer support or operations role
• A passion for helping people solve their problems, with an ability to think creatively and empathetically while staying calm under pressure
• A desire to work in a rapidly evolving startup environment
• A high level of process-orientation, digital organization, and resourcefulness
• Managing a team and driving excellent results
• Strong time management and organizational skills
• A willingness to “roll up your sleeves” and do whatever is necessary to ensure company success
• Experience working in a rapidly evolving startup environment 
• A desire to be a part of our mission to improve the U.S. healthcare system

What we look for at Garner:

• Mission First: Our mission is to transform our healthcare system, delivering high quality and affordable care to all. Everything else is secondary.
• Expect Extraordinary: Our mission is audacious, so we will only succeed by producing exceptional results. We continually push ourselves and each other to new heights and beyond our comfort zones.
• Courageous Communication: Transparency and candor are imperative to realizing our potential as an organization and as individuals—even when uncomfortable. Many companies talk about these values. We live them. 
• Supportive community: We know that people do their best work and learn the most when they feel genuinely supported and cared for. It’s also more fun that way. 

The target salary range for this position is: $80,000 - $90,000. Individual compensation for this role will depend on a variety of factors including qualifications, skills and applicable laws. In addition to base compensation this role is eligible to participate in our equity incentive and competitive benefits plans.