Supervisor, Technical Customer Care

Job description

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states. The Supervisor, Technical Customer Care will lead, coach, and mentor Technical Customer Care representatives to ensure enhanced performance, growth, and development. This supervisory role must have strong communication skills and deliver SLA performance while driving the company core values. This is a front-line leadership position where you will directly manage 12-15 Technical Support staff **This is an on-site position based out of our Bloomington, MN office, with an on-site presence required 5 days per week.** To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ### Essential Job Duties - - **Lead, coach, and develop Technical Customer Care staff** through regular 1:1s, real-time feedback, and targeted performance improvement plans, ensuring individual performance aligns with operational goals. - Communicate clearly and effectively, aligning team members to organizational goals and SLAs. - **Own day-to-day operational health of Technical Customer Care**, including ticket queue performance, backlog levels, SLA adherence, and real-time workload balancing across the team. - **Serve as the primary escalation owner**, accountable for triage, communication, and resolution of complex or high-impact customer issues. - **Monitor, analyze, and report on operational performance metrics** (queue health, backlog trends, escalation rates, SLA compliance), identifying risks and implementing corrective action plans. - Adhere and enforce established policies and protocols ensuring alignment of goals and guidelines. - **Deliver performance evaluations and manage corrective action processes**, ensuring consistency, fairness, and alignment with company policy. - Work with Quality Assurance to understand technical support representative opportunities for improvement and address through on-going coaching and performance development. - Maintains familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas. - Ability to remain calm, composed, and articulate when dealing with tough employee and customer situations - Monitor and evaluate departmental performance, identifying areas for improvement and growth. - Collaborate with senior leadership to define key success metric and drive department-wide performance. - Oversee the execution of high-level initiatives while keeping an eye on long-term organizational impact. - Ensure effective resource allocation, balancing immediate needs with overall company goals. - Develop and implement long-term strategic team goals in alignment with overall company goals. - Foster a culture of innovation, continuous improvement, and collaboration within the team. ### Other Job Duties - Other duties as assigned by supervisor or HHAeXchange leader. ### Travel Requirements. - Travel up to 10%, including overnight travel ### Required Education, Experience, Certifications and Skills - - 3+ years of experience in managing a technical customer care team. - Excellent customer service, communication skills and proficiency in Salesforce. - Strong organizational skills and ability to manage priorities and workflow. - Detail oriented with strong technical skills. - Demonstrated team building and leadership skills. - Ability to balance department efficiency and excellent customer service. - Leadership abilities to lead and motivate a team towards shared goals. - Proven interpersonal, collaborative, and relationship building skills. - Passionate about customer service and delivering value to customers. - Ability to work assigned shifts including Saturday or Sunday. - Experience with SMB / non-tech savvy personas a plus. - Experience supporting software that offers a freemium platform a plus.