What are the responsibilities and job description for the Customer Service Supervisor position at Serenity Mental Health Centers?
Customer Service Supervisor
Location: Lehi, UT
Employment Type: Full-Time
Serenity Healthcare is expanding, and we're building out our member support leadership team. We're looking for a Customer Service Supervisor who knows how to run a high-performing call floor — someone who leads from the front, develops their team daily, and doesn't let standards slip when things get busy. If your background is in call center operations, you already speak our language.
Your Day-to-Day
- Oversee a team of employees handling high-volume inbound and outbound calls
- Deliver consistent, specific coaching that moves performance metrics in the right direction
- Review call recordings and CRM reports to spot trends, address gaps, and recognize wins
- Step in on escalated calls with a calm head and a clear path to resolution
- Own your team's numbers — schedule adherence, quality scores, appointment conversion rates
- Facilitate structured daily huddles, weekly one-on-ones, and formal performance reviews
- Coordinate with internal operations and scheduling teams to keep handoffs clean and service levels on target
- Build and protect a team culture where accountability and support exist in equal measure
What You Bring to the Table
- 1 year leading a call center team in a supervisory capacity
- Hospitality, upscale retail, or service management experience is a genuine advantage — those environments build the instincts this role demands
- A track record of developing people without compromising on standards
- You run a tight ship — organized, data-informed, and consistent shift to shift
- Direct communicator who stays level when the floor gets loud
- You measure success by your team's outcomes, not just your own effort
Compensation & Benefits
- Competitive salary
- Medical, dental, and vision coverage — Serenity covers 90%
- 401(k) retirement plan
- 10 PTO days to start, 15 after your first year, plus 10 paid holidays
- Referral bonuses for top performers who recruit great talent
- Defined growth path in a company that is scaling quickly
About Serenity Healthcare
Serenity Healthcare uses advanced, evidence-based technology to deliver care that works — especially for members who haven't found success with traditional options. We're a metrics-driven, fast-moving organization that expects a lot from our leaders and gives a lot back. If you've built your career in environments where the details matter and the standard is always excellence, this is a natural next step.
Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.