Customer Service Supervisor

hace 1 semana


San Francisco, Heredia, Costa Rica Straumann Group A tiempo completo

About This Role

We are seeking a highly motivated and experienced Customer Service Supervisor to join our team at Straumann Group. As a key member of our provider services team, you will be responsible for leading and managing a team of specialists, ensuring exceptional customer experience, and driving business growth.

Responsibilities and Requirements

  • Lead and manage up to 8 Provider Services Specialists
  • Monitor and improve Key Performance Indicators (KPIs) on a team and individual level
  • Handle escalated cycles from team leaders when needed
  • Oversee the training of team members and provide additional training based on performance audit results
  • Ensure accuracy and timeliness with all project management tools
  • Create content and development materials for team meetings and updates
  • Manage CRM tool processes that drive day-to-day support channel efficiencies
  • Conduct daily back-up monitoring of call, ticket, and chat inflow
  • Approve and update timecards and attendance logs
  • Assign and manage project targets
  • Oversee, edit, and update the Internal Help Center as needed
  • Create programs to increase production, morale, and knowledge of the group
  • Work collaboratively cross-team and across all departments to ensure a world-class provider experience

Education and Experience

  • Fluent in English
  • High School Diploma or equivalent
  • 3 years of customer service experience
  • 1 year of management experience

Preferred Qualifications

  • International support experience a plus
  • Dental industry background or experience
  • Analytical with structured thinking and excellent verbal and written communication skills
  • Ability to think outside the box while remaining within regulatory guidelines
  • Comfortable in a rapid-paced environment
  • Excellent communication skills with the ability to coach and mentor team members
  • Customer-oriented mindset and enjoy working cross-functionally with other departments
  • Demonstrated ability to work in a team environment and collaborate well with others


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