What are the responsibilities and job description for the Member Support Supervisor position at Serenity Mental Health Centers?
Member Support Supervisor
Location: Mesa, AZ
Employment Type: Full-Time ON-SITE
Serenity Healthcare is a fast-growing, tech-enabled care company looking for a Member Support Supervisor to lead a high-volume inbound call team. You'll set the standard, coach to it daily, and make sure every member interaction reflects the five-star service our team is known for. If you've led teams in call center previously — and you hold your team to the same bar you hold yourself — we want to talk.
What You'll Do
- Lead and develop a team of employees in a fast-paced, high-volume call environment
- Coach daily — specific, consistent feedback that raises performance and builds confidence
- Monitor calls and CRM data to identify trends, close skill gaps, and drive quality metrics
- Handle escalated member interactions with composure, professionalism, and clear resolution
- Hold the team accountable to schedule adherence, conversion targets, and quality standards
- Run team huddles, one-on-ones, and performance reviews with structure and follow-through
- Partner with operations and clinic teams to keep workflows smooth and service levels high
- Maintain a calm, productive floor culture where standards are high and support is real
What We're Looking For
- Minimum 1 year of experience supervising a call center team
- You don't just set expectations — you model them
- Proven track record of hitting team performance metrics and holding people accountable with care
- Strong verbal communication — clear, direct, and composed under pressure
- Comfortable with data: you use numbers to coach, not just to report
- You leave every shift with the team better than you found it
Pay & Benefits
- Competitive pay based on experience
- 90% employer-paid medical, dental, and vision insurance
- 401(k) retirement plan
- 10 PTO days (15 after year one) 10 paid holidays
- Referral bonuses when you bring great people in
- Fast-growing company with real career progression for strong performers
About Serenity Healthcare
Serenity Healthcare is a fast-growing, tech-enabled care company delivering innovative, evidence-based treatments that produce lasting outcomes for our members. We hold ourselves to a high bar in everything we do — and that starts with how we lead. If you've been trained that "good enough" isn't good enough, you'll fit right in here.
Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.