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Director, Customer Support



Customer Service
United States
Posted on Tuesday, March 19, 2024

Director, Customer Support
Remote Opportunity

Reveleer is a healthcare data and analytics company that uses Artificial Intelligence to give health plans across all business lines greater control over their Quality Improvement, Risk Adjustment, and Member Management programs. With one transformative solution, the Reveleer platform enables plans to independently execute and manage every aspect of enrollment, provider outreach and data retrieval, coding, abstraction, reporting, and submissions. Leveraging proprietary technology, robust data sets, and subject matter expertise, Reveleer provides complete record retrieval and review services so health plans can confidently plan and execute risk, quality, and member management programs to deliver more value and improved outcomes.

The Director, Customer Support, has responsibility for leading and overseeing all aspects of Customer Service. Primary objective is to ensure the delivery of exceptional customer experiences and support, ultimately driving customer satisfaction and brand loyalty. This role will engage and collaborate with cross-functional teams to develop and implement strategies that improve customer support processes, enhance service quality, and maintain a customer-centric culture within the organization.

Essential Duties and Responsibilities:

  • Provide leadership to a team of customer service managers, supervisors, and representatives.
  • Provide guidance, training, and performance feedback to ensure the team meets or exceeds customer service targets.
  • Foster a positive and inclusive work environment that encourages teamwork, motivation, and professional growth.
  • Execute a customer service strategy aligned with the assigned objectives.
  • Identify opportunities to enhance customer interactions and implement best practices to improve overall customer satisfaction.
  • Monitor customer feedback and implement initiatives to address inquiries and feedback effectively.
  • Deliver to the established department service level (SLA) measure and improve service performance.
  • Analyze key performance indicators (KPIs) to identify trends, areas for improvement, and operational efficiencies.
  • Implement processes to optimize customer service operations and streamline workflows.
  • Prepare and present regular reports on customer service performance, response times, and issue resolution rates.
  • Use data-driven insights to identify opportunities for service improvement and make informed business decisions.
  • Oversee the handling of customer inquiries, complaints, and escalations to ensure timely and satisfactory resolutions.
  • Collaborate with other departments, such as customer success, sales, data management, engineering, and product teams, to address customer needs and requests effectively.
  • Organize and conduct regular training sessions to enhance the customer service team's skills and product knowledge.
  • Implement ongoing coaching and performance improvement programs to enhance the team's capabilities.
  • Implement structured employee recognition.
  • Serve as an escalation point for resolving issues.
  • Perform root cause analysis of customer issues and implement solutions to resolve these issues permanently.
  • Implement quality assurance measures to uphold service standards.
  • Design and implement a comprehensive customer feedback loop to capture insights and sentiments at various touchpoints throughout the customer experience.
  • Other duties as assigned.

Supervisory Responsibilities:

  • Responsible for the overall direction, coordination, and evaluation of direct reports.
  • Carries out managerial responsibilities in accordance with the company's policies and applicable laws.
  • Responsibilities include interviewing, hiring, and training employees; planning and assigning work; appraising performance; rewarding and leading employees; addressing conflict resolution and providing workforce success opportunities for team members.

Education / Experience / Certifications

  • Bachelor's degree in business administration, customer service management, or a related field
  • Proven experience in a leadership role within customer service or a related field
  • Strong understanding of customer service principles, practices, and industry trends

Knowledge, Skills & Abilities Required

  • Demonstrated ability to develop and implement customer service strategies that align with organizational goals.
  • Proficiency in using customer service management tools, SFDC CRM software, and other relevant call center technology, specifically Jira Service Management
  • Analytical mindset with the ability to interpret data and generate actionable insights.
  • Capability to solve complex problems, utilizing strong critical thinking and decision-making skills.
  • Superior organizational skills and the ability to assemble resources needed to orchestrate multiple projects/activities and accomplish goals.
  • Model a collaborative leadership style with the ability to build partnerships and influence others into action.
  • Excellent verbal and written communications skills
  • Outstanding presentation and facilitation skills
  • Excellent interpersonal skills and consultative approach; tactful in dealing with people at all levels.
  • Strong sense of urgency, self-motivated and positive
  • Flexible and adaptable; able to work in ambiguous situations
  • Ability to actively lead change initiatives
  • Display highest ethical standards
  • Maintain the utmost level of confidentiality in dealing with sensitive information
  • Detail oriented, with the ability to multi-task in a fast-paced environment

What You’ll Receive:

  • Competitive Salary
  • Medical, Dental and Vision benefits
  • 401k plan with Employer Match
  • Generous PTO Plan

Salary Range: $130,000 - $145,000 / annually

Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.

Reveleer E-Verifies all new hires.

Reveleer is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status or genetic information, in compliance with applicable federal, state and local law.