Customer Care Supervisor

📋 Description

• Oversee daily claim workflows with accuracy and SLA compliance.
• Own team performance across CSAT, Quality, Productivity, and SLA.
• Coach team via 1:1s and development plans.
• Perform regular quality audits for coaching and process refinement.
• Act as escalation lead for high-risk and executive issues.
• Collaborate cross-functionally to fix real-time system issues.
• Provide data-driven reporting to leadership.

🎯 Requirements

• 5+ years in claims management or contact center ops.
• Experience managing remote agents.
• Experience with voice and written channels.
• Strong analytical skills and data-driven decision making.
• Excellent communication skills.
• Proficiency in data/reporting tools: Google Suite, Excel, Tableau.
• Problem-solving mindset with proactive issue resolution.
• Thrives in fast-paced, dynamic environments.
• Self-driven with urgency; prioritizes and multitasks.

🎁 Benefits

• Fully remote position.
• Collaborative, diverse team.
• Competitive salary with medical, dental, and vision benefits.
• Stock in an early-stage startup.
• Generous, flexible paid time off.
• 401(k) with Morgan Stanley guidance.