Customer Care Supervisor

Job Summary:

The Customer Care Supervisor leads a Claims Support team responsible for resolving complex and escalated customer issues. This role owns daily operations, quality, and KPI performance while coaching and developing team members through 1:1s and performance management. The Supervisor partners closely with Engineering, Product, and Partner teams to resolve system issues in real time and ensure customers receive accurate, compliant, and timely resolutions in a fast-paced, high-accountability environment.

Key Responsibilities:

• Oversee daily claim workflows ensuring accuracy, timeliness and adherence to compliance requirements within Required SLAs.
• Own team performance across CSAT, Quality, Productivity, Aging, and SLA, translating results into clear action plans.
• Coach and develop team members through 1:1s, performance management and targeted development plans.
• Conduct regular quality audits leveraging findings for targeted coaching and process refinement
• Serve as the escalation lead for high-risk and executive-level customer issues.
• Partner cross-functionally to resolve real-time system issues and workflow failures.
• Provide clear, data-driven reporting and insights to leadership while fostering a high-ownership, customer-first, compliant culture.

Qualifications:

• Minimum of 5 years experience in claims management, contact center operations, or BPO management 
• Experience managing remote agents
• Experience managing both voice and written channels in contact center operations
• Strong analytical skills with the ability to interpret data and make data-driven decisions
• Excellent communication and interpersonal skills
• Proficiency in data and reporting tools (e.g., Google Suite, Excel, Tableau) 
• Problem-solving mindset with a proactive approach to identifying and resolving issues
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs
• Self driven with a strong sense of urgency, able to prioritize and manage multiple tasks efficiently in a fast paced environment

Working Conditions:

• Fully remote position

* The target base salary range for this position is listed above. Individual salaries are determined based on a number of factors including, but not limited to, job-related knowledge, skills and experience.