Client Support Supervisor

Role overview Lead and develop a team of client support representatives, helping them meet service, quality and productivity goals throughout their time on the team. The role combines coaching and performance management with queue oversight, staffing coordination and process improvement. It supports customer service in a mental healthcare setting and is remote, with work based on Eastern Time.

Responsibilities - Coach representatives through regular one-to-ones, performance reviews and feedback; support onboarding and career development. - Track team quality and production, report trends and create improvement plans when performance falls short. - Coordinate staffing and schedules, assign work to manage ticket queues and help maintain response targets. - Oversee specialty projects, assess their effectiveness and adjust resources as needs change. - Partner with support leaders and internal teams to resolve escalations, investigate service issues and communicate resolutions. - Maintain service procedures and documentation, identify recurring customer concerns and recommend improvements.

Requirements - Demonstrated people leadership, including coaching, staffing, planning and developing representatives. - Strong organization, project management, communication and decision-making skills. - Ability to work independently, prioritize effectively and respond with urgency. - Experience managing and improving standard operating procedures. - Strong computer and technology skills and a reliable internet connection. - Commitment to a high-quality customer experience.

Nice to have Experience with telehealth, telemedicine, health plans, third-party vendors or fast-paced teams. Familiarity with Looker is a plus.

Benefits and work setup Remote-first role based on Eastern Time. Benefits include medical, dental and vision coverage, a retirement plan with matching up to 4%, wellness support, flexible paid time off, team events and access to mental health services for the employee and one household member.