Customer Support Supervisor

hace 2 semanas

San Francisco, Heredia, Costa Rica Tebra A tiempo completo

About the Role:

The Customer Support Supervisor is responsible for running the day-to-day Customer Support operations of Patient Pop's individual team.

Your Area of Focus:

  • Oversee a team of up to 15 Customer Support Reps
  • Supervise, coach, motivate, and develop the Customer Support Representatives
  • Drive achievement of corporate and Support goals and objectives
  • Ensure all operational programs, infrastructure, staffing and training is achieved consistently
  • Supervise Support staff to ensure that all customer phone calls and cases are responded to and resolved within quality guidelines
  • Conduct ongoing quality reviews of member inquiries/requests from all interaction channels to ensure the level of service rendered is within company standards and quality guidelines
  • Ensure CR Support team follows all SOPs and appropriate action is taken in the event of noncompliance
  • Provide effective supervision of assigned departmental operations
  • Uphold the Tebra Cultural elements and brand promise
  • Monitor results and change course as needed
  • Ensure staff receives assistance in resolving complex requests and complaints within a timely manner
  • Work crossfunctionally with Training, Workforce Management, Peer Support, Account Management, Onboarding, Sales and other departments as needed
  • Partner with other teams to improve the client experience. May participate in crossfunctional team projects
  • Responsible for all hiring, performance management and termination decisions
  • Actively promotes internal mobility.
  • Develops high performance teams by diagnosing, understanding and facilitating team dynamics.

Your Professional Qualifications:

  • 12 months minimum experience in Patient Pop Customer Support or in Customer Support for SaaS companies.
  • Demonstrated professional and friendly demeanor with customers
  • Demonstrated track record of providing outstanding customer service, timely management of cases and metrics delivery
  • English Communication Skills oral and written
  • Highly motivated and goaloriented individual
  • Positive attitude and professionalism
  • High level of interpersonal skills
  • Demonstrated ability to work crossfunctionally
  • Deep knowledge of customer service principles and practices
  • Must be flexible to change based on business needs
  • Must be dependable and selfmotivated
  • Strong analytical and problemsolving skills
  • Successfully motivate and inspire a team

About Tebra:

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being.

While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra.

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we're building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

Our Values:

Start with the Customer:

We get to know our customers - and their patients - and look at the world through their lens.

Keep It Simple:

Healthcare is too complex. We aim to simplify it for everyone.

Stay Entrepreneurial:

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

Better Together:

We are diverse, humble, and collaborative. We put the team first and win together.

Celebrate Success:

Life is short and joy is underrated. We take time to have fun and celebrate success.

Perks & Benefits:


To assist with all of life's needs, Tebra also offers a wellness and childcare subsidy and a University/Education discount We also offer a number of resources to help you keep your mind and body healthy.

Check out obe Fitness for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.


#LI-SS1 #LI-Hybrid

  • Tebra is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status._

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