Seasonal Customer Success Supervisor

DAY IN THE LIFE

The Customer Success Department’s Mission is to increase sustainable and proven value for our customers, employees and Instant Teams. The Supervisor is responsible for creating a positive image to all customers, internal and external, at all times. They will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction and employee development. The Supervisor will enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills and technical ability.

The supervisor will support the eHealth Member Loyalty Team of seasonal unlicensed Service & Verification Member Advocates (up to 20 FTE) who are responsible for taking customers through the post-medicare/health enrollment journey. Their team answers both inbound and outbound customer service calls fluidly, handling a high volume of calls, and providing exceptional support to enhance member satisfaction and retention to eHealth.

Essential Functions:

Supervising

• Plan, prioritize, assign, supervise and review the work of a team of remote team members responsible for providing customer service or sales support
• Prepare daily work schedules (as needed),ensuring proper operational coverage at the Peer Coach/Remote Team Member levels. If staffing is being handled by workforce management, liaise and partner closely to ensure client coverage needs are met
• Perform quality audits according to client expectation to identify areas of coaching needed within the team
• Provide weekly/monthly status reports on employee performance
• Monitor team productivity against client work requirements
• Review and approve timesheets
• All other projects as assigned
  
  

Coaching /Team Development

• Provide timely 1x1’s and coach on performance improvement opportunities
• Provide feedback and coaching on customer requirements/escalations
• Ensure KPI goals are met
• Assist with the continuing development of existing employees
• Assist in the implementation of goals and objectives; ensure adherence to policies and procedures
• Communicates with other departments and management to resolve problems and expedite work
• Respond to and resolve customer inquiries and complaints, both written correspondence and phone
• Knowledge of employee relations to conduct and deal with employee issues in a proactive manner
  
  

MUST HAVE

Required Education And Experience

• 3+ years of Customer Service experience (preferably in leadership role/capacity)
• 1+ years of that experience in contact center work
• Demonstrated experience in leadership, facilitation and development of team members to meet or exceed customer experience objectives. Ability to interpret customer trends and communicate those effectively to the Customer Success Manager/Account Manager
• Intermediate knowledge/skills with software tools: MS Office, HubSpot, Zoom, Google Suite, ClickUp, Slack
• Strong interpersonal, organizational and communication skills. Ability to communicate with team members, customers, and management utilizing exceptional communication skills
• Excellent time management skills and sensitivity to deadlines
• Flexibility with the ability to adapt to change
• Ability to ask effective questions and present information clearly and concisely
• Understanding of KPI reports and experience presenting team goals and achievements. (Quality, Productivity results, Sales etc.)
  
  

Preferred Education And Experience

• Prior experience leading remote teams
• Experience in the insurance industry
  
  

Competencies

• Service-Oriented (We Serve with Excellence.)
• Lead from the front (We take Ownership.)
• Communication proficiency (We Communicate Mindfully.)
• Time management
• Collaborative
• Flexible (We Embrace Change Daily)
• Tech-savvy
• Fast-paced
• Self-starter
• Strong work ethic, ability to adapt to rapidly changing priorities
• Strong operational thought process (Intentional Curiosity)
  
  

This position is a temporary, seasonal position from August 2024 to December 2024. The candidate must understand, while there is a possibility of extension, employment after the seasonal role is not guaranteed.

This position requires an 8 hour shift within timeframe of 5am-11pm PST / 8am-2am EST Monday- Sunday.

Supervisory Responsibilities: Yes - Team size up to 20

Location: Fully remote

Physical Demands: This job requires computer use.

EEO and Harassment Statement: Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Instant Teams expressly prohibits workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.

Other duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

From our military-connected to untapped talent communities, we welcome non-linear career paths and untraditional backgrounds and encourage applicants to apply even if they don't meet all the qualifications. If this role captivates you and speaks to your skills, apply away!

TRAINING

1 week paid training with a nesting period to follow

Benefits

Due to the seasonal nature of this position, benefits are not provided for this role.

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Notes

Other Duties

This is not necessarily a complete list of responsibilities, skills, duties, or requirements associated with the job. While this list is intended to be an accurate reflection of the current job, the Company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change, (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments.)

EEO and Harassment Statement

Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.

About Us

We are a Workforce on a Mission. Instant Teams is a Talent Marketplace that brings together innovative technology, skills acceleration, and community to deliver employment solutions for military spouses, untapped talent, and companies.

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