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Customer Support Supervisor

Sidecar Health

Sidecar Health

People & HR, Customer Service, Sales & Business Development, Operations
Remote
Posted on Tuesday, July 9, 2024

Sidecar Health is redefining health insurance. Our mission is to make excellent healthcare affordable and attainable for everyone. We know that to accomplish this lofty mission, we need driven people who will make things happen.

The passionate people who make up Sidecar Health’s team come from all over, with backgrounds as tech leaders, policy makers, healthcare professionals, and beyond. And they all have one thing in common—the desire to fix a broken system and make it more personalized, affordable, and transparent.

If you want to use your talents to transform healthcare in the United States, come join us!

**Must reside in Utah, Georgia, Florida, or Ohio for consideration**

About the Role

Our Member Care team is at the forefront of our business. Their role is easily the most important - supporting our members on their healthcare journeys by answering their questions, helping them solve problems, and ensuring they have access to the care they need.

The Member Care Supervisor’s primary duties involve making sure their team is productive and happy, meeting all performance expectations, fulfilling individually assigned job duties to the best of their ability, and ensuring a positive member experience. This role will manage teams of approximately 10-15 call center agents.

What You’ll Do

  • Manage performance and productivity of the team by setting proper goals and expectations, and holding agents accountable to them
  • Fostering a supportive culture and ensure positive team morale
  • Field and share feedback as appropriate from members and Member Care Specialists
  • Oversee the integrity of the work the leads are doing by ensuring correct information and feedback is shared, as well as assuring that QA feedback is calibrated
  • Monitor service levels, and assisting on calls/chats/emails as necessary to ensure a positive member experience
  • Work with the Training team to ensure seamless onboarding of new agents
  • Collaborate with the Workforce team to ensure schedule adherence, service levels, and other efficiency standards
  • Evaluate employee performance and conduct performance reviews
  • Manage necessary disciplinary action of employees as necessary, up to and including termination and keeping detailed records of such interactions
  • Other job-related duties as assigned

What You’ll Bring

  • 4+ years of experience in customer service, including 2+ years in a supervisory role
  • Tenacity and adaptability that enables you to thrive in a fast-paced and quickly evolving startup environment
  • Strong interpersonal skills and empathy
  • Proficient in performance management principles
  • Excellent written and verbal communication skills
  • Detail-oriented with creative problem-solving abilities
  • Skilled in setting and communicating clear goals
  • Effective in task prioritization and resource allocation
  • Experience fostering a supportive and positive work environment
  • Competent in providing constructive feedback and coaching
  • Familiar with quality assurance processes
  • Knowledgeable about service level metrics and KPIs
  • Experienced in managing employee conflicts and performance issues
  • Bachelor’s Degree
  • Fluent in Spanish (strongly preferred)
  • Healthcare and/or insurance experience (preferred)

What You'll Get

  • Competitive salary and equity package
  • Comprehensive Medical, Dental, and Vision benefits
  • A 401k retirement plan
  • Paid vacation and company holidays
  • Opportunity to make an impact at a rapidly growing mission-driven company transforming healthcare in the U.S.

Sidecar Health adopts a market-based approach to compensation, where base pay varies depending on location and is further influenced by job-related skills and experience. The current expected salary range for this position is $55,000 - $65,000.

Sidecar Health is an Equal Opportunity employer committed to building a diverse team. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.