Customer Care Supervisor

We’ve partnered with a rapidly growing fintech healthcare company on a mission to simplify how patients and administrators manage out-of-pocket medical expenses. They provide interest-free payment plans and preloaded payment cards that improve healthcare affordability and financial flexibility for individuals and third-party administrators alike. With over $600M in annual revenue and ambitious goals to 5x growth by 2030, this organization is scaling fast and building a nationwide presence. The leadership team brings decades of fintech and healthcare experience, creating a culture rooted in innovation, performance, and mission-driven service.

We are looking for a Customer Service Supervisor to oversee daily operations and performance across our outsourced customer support function. This role is the central connection point between internal operations and our Business Process Outsourcing (BPO) partner, ensuring service delivery meets our brand standards and established SLAs. Reporting to the Operations Manager, this individual will own queue management, ticket escalations, QA oversight, and cross-functional coordination. It's an exciting opportunity to take ownership of day-to-day vendor performance, apply hands-on expertise, and drive process execution in a fast-moving healthcare support environment.

REWARDS

• Competitive base salary between $50,000–$60,000, based on experience
• Health, dental, and vision insurance
• Paid time off and company holidays
• Flexible hybrid work environment
• Collaborative team culture with direct access to operations leadership
• Exposure to HIPAA compliance and mission-driven healthcare operations
  
  

Requirements

• 5 years of customer service or contact center experience, with at least 2 years in a supervisory, team lead, or senior agent role
• Experience working with or managing a BPO, third-party vendor, or outsourced contact center
• Background in healthcare or health insurance customer service
• Proficiency in Zendesk, including managing tickets, queues, and workflows
• Strong organizational and time management skills with a proven ability to execute established processes
• Excellent written and verbal communication skills, with confidence coordinating across multiple teams
• Bachelor’s degree or equivalent combination of education and experience
  
  

Responsibilities

• Serve as the primary point of contact for the BPO partner, resolving issues and facilitating communication
• Monitor BPO performance against KPIs and SLAs, sharing regular updates with the Operations Manager
• Manage ticket escalations and day-to-day queue assignments within Zendesk
• Participate in quality assurance reviews and call calibrations to ensure service excellence
• Support special projects and engagement pilots by coordinating tasks and reporting progress
• Maintain accurate process documentation, including SOPs and knowledge base articles
• Act as a subject-matter expert on policies, workflows, and HIPAA-related guidelines
  
  

At EMERGE, we are committed to being an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other protected characteristic. In compliance with the Job Application Fairness Act, we ensure a fair and equitable recruitment process and provide necessary and reasonable accommodations. We value diversity and encourage individuals from all backgrounds and experiences to apply.