Care Guide Customer Support Manager 

apree health is hiring a Care Guide Support Manager full-time to join our Customer Support team. We seek smart and motivated individuals with experience in the rapidly growing healthcare & technology industry. This job is vital to the success of our products, and it demands a relentless customer focus, strong teamwork capabilities, and a keen interest in the intricacies of technology products.

apree health is on a mission to build the first integrated health network that combines data-driven personalization, a coordinated care model, and aligned incentives to unlock value and make life better for those we serve. Our health navigation platform connects with hundreds of health vendors, benefits resources, and plan designs, giving rise to the world’s first comprehensive app for all health needs.

Role:

apree health is seeking an experienced, driven, and results-oriented Customer Support Manager to join our remarkable Customer Support team in our Sandy, UT office to Support a health plan and to lead our team of Customer Support Specialists. The successful candidate will be a thoughtful and thorough team manager responsible for ensuring success for the users of apree health’s applications. This individual will be responsible for operational oversight and day-to-day leadership of the Customer Support work. The position will report to the Director of Customer Support.

A successful candidate for this role has contact center experience. The candidate is a strong advocate for users of Castlight Health’s applications, a strategic and analytical thought leader, has direct management experience, and thrives in a dynamic, evolving environment, whose aim is to:

• Provide best-in-class support to its customers and users

• Contribute to innovation in the organization by acting as a thought partner and subject matter expert on all things related to the contact center and user support

Responsibilities:

• Oversee daily operations for a rapidly growing user support contact center

• Collaborate with the health plan leaders to coordinate care according to health plan’s needs

• Manage to all SLAs as outlined by apree and health plans

• Develop and lead a team of frontline supervisors as they oversee the frontline guides who perform incoming user support services

• Ensure the contact center meets or exceeds quality goals and service levels

• Develop and lead cross-functional initiatives to improve user experience

• Collaborate with the larger organization as well as the contact center’s Escalation Team and Process Excellence Team

• Handle issue escalation and work to identify trends with customer-reported issues, guide issues, and process issues

• Prioritize projects with leadership based on strategic priorities and ensure the completion of projects on an ongoing basis

• Partner with senior management to develop and adapt service models with the growth of the business

• Lead Supervisors in regular review of departmental processes to execute process improvement opportunities

• Define and support user satisfaction measurement and reporting. Develop reporting that tracks customer service levels, internal operations, and insights-based reporting.

• Be a thoughtful people manager 

• Highly engaged and customer-focused with a strong demonstration of customer service techniques and excellent interpersonal skills

Qualifications:

• BS/BA required or relevant experience

• Minimum 5 years of management experience

• Customer service experience within a contact center

• Strong proactive work ethic and unwavering commitment to high-quality work

• Excellent phone skills and interpersonal skills

• Excellent verbal and written communication skills

• Ability to lead through collaboration and influence

• Ability to build and motivate leaders and teams

• Must have strong organizational skills, attention to detail, and flexibility as well as the ability to work effectively with cross-functional teams

• Previous experience working in a software environment is a plus

• Experience in health care preferred

Travel: Limited travel, less than 25% 

Compensation: $85k-$119k/annual salary & bonus eligible (national average, premium markets may vary)