Customer Success Supervisor
Kareo
Heredia, San Jose, Costa Rica
hace 2 días

The Position

Customer Success Supervisor

What We Need

The Customer Success Supervisor is responsible for running the day-to-day Customer Success operations of Kareo’s individual team.

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+ years of experience leading a team
  • 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 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
  • Our Values

  • 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. We’re committed to helping their practices run smoother so their patients can thrive.
  • We are solution-oriented and aligned with their needs.

  • Collaborative - Together We’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.

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