Customer Success Supervisor / Team Lead
What We Need
The Customer Success Supervisor is responsible for running the day-to-day Customer Success operations of Kareoâ€™s individual team.
Who We Are
Kareo is the only cloud-based medical technology platform purpose-built to meet the unique needs of independent practices.
Today we help over 65,000 providers in all 50 states run more efficient and profitable practices, while delivering outstanding patient care.
Kareo is the first technology platform that helps independent practices find more patients, manage their care with a fully certified and easy to use EHR, and get paid quickly â€ all in one complete and integrated package.
Kareo has received extensive industry recognition, including the Deloitte Technology Fast 500, Inc. 5000, Black Book's #1 Integrated EHR, Practice Management and Medical Billing vendor, and the top of the Gartner Front Runners Leaders Quadrant.
Our mission is to help independent practices succeed in an ever-changing healthcare market. For more information, visit .kareo.
Your Area of Focus
Oversee a team of up to 15 Customer Success Reps
Supervise, coach, motivate, and develop the Customer Success 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, chats, emails and correspondence are responded to and resolved within quality guidelines
Conduct on-going 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 non-compliance
Provide effective supervision of assigned departmental operations
Uphold the Kareo 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 cross-functionally with Training, Workforce Management, Peer Support, Onboarding, Sales and other departments as needed
Partner with other teams to improve the client experience. May participate in cross-functional 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
2+ year of experience as supervisor in contact center / customer service environment (Calls, Chat or Email)
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 â€ oral and written
Highly motivated and goal-oriented individual
Positive attitude and professionalism
High level of interpersonal skills
Demonstrated ability to work cross-functionally
Deep knowledge of customer service principles and practices
Must be flexible to change based on business needs
Must be dependable and self-motivated
Strong analytical and problem-solving skills
Successfully motivate and inspire a team
Nice to have : Experience with NICE inContact, Salesforce, Basic knowledge on Continuous improvement, Lean / Six Sigma or Project Management
Applications with no Cover Letter won't be considered.
Passionate - Be Passionately Driven : We take pride in our work, inspire others to excel, and are dedicated to solving tough problems in healthcare.
We hold ourselves to the highest standards. And we work with urgency because what we do matters.
Customer-Focused - Dedicated to Customer Success : Helping our customers succeed directs every action we take. Weâ€™re committed to helping their practices run smoother so their patients can thrive.
We are solution-oriented and aligned with their needs.
Collaborative - Together Weâ€™re Better : Great teams are collaborative, selfless, hardworking, and dedicated. We are willing to do what it takes to get the job done so we can accomplish more together.
Growing - Constant Growth : We strive to have a growth mindset in all we do. We reject the status quo. We take a unique approach and make every effort to bring clarity to a needlessly complex industry.
We are creative problem solvers that believe in making things better.
Kareo is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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