Customer Support Supervisor - Remote US

It takes great medical minds to create powerful solutions that solve some of healthcare’s most complex challenges. Join us and put your expertise to work in ways you never imagined possible. We know you’ve honed your career in a fast-moving medical environment. While Gainwell operates with a sense of urgency, you’ll have the opportunity to work more flexible hours. And working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work-life balance, continuous learning, and career development.

Summary

Gainwell Technologies is seeking an experienced Customer Support Supervisor to lead and support a team of customer service professionals in a remote environment. In this role, you will oversee daily operations, coach and develop team members, monitor service and performance expectations, and help resolve complex customer issues. The ideal candidate brings strong customer service leadership experience, a proven ability to manage employee performance, and the communication and problem-solving skills needed to support a high-volume, service-focused operation.

Your role in our mission

• Lead and support daily customer service operations while ensuring productivity, quality, service, and performance expectations are achieved.
• Coach, mentor, and develop customer support representatives through ongoing feedback, performance discussions, training, and development activities.
• Monitor customer interactions, operational activity, and service trends to identify issues, escalations, and opportunities for improvement.
• Resolve complex customer concerns and support team members with challenging inquiries while ensuring timely and professional resolution.
• Partner with management and internal teams on staffing, performance management, employee development, operational priorities, and process improvements.

What we're looking for

• Four (4) or more years of professional customer service, customer support, call center, contact center, or service center experience.
• Two (2) or more years of leadership experience supervising, coaching, mentoring, or managing customer service employees.
• Experience monitoring employee performance, productivity, quality, customer service metrics, and service expectations.
• Strong analytical, communication, problem-solving, and organizational skills with the ability to manage multiple priorities.
• Bachelor’s degree or equivalent combination of education and relevant professional experience; previous experience in business management or a related field is preferred.

What you should expect in this role

• Remote US work environment supporting a customer-focused operations team.
• Work in a fast-paced environment where service quality, productivity, accuracy, and customer experience are key priorities.
• Regular interaction with employees, leadership, customers, and cross-functional business partners.
  Opportunities to coach employees, improve processes, and contribute to operational performance and team development.
• Comprehensive benefits for eligible employees, including medical, dental, and vision coverage, access to a 401(k) retirement savings plan, paid time off, and additional employee wellness and financial benefits.

LI-REMOTE

LI-JT1

LI-CM1

The pay range for this position is $45,300.00 - $64,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.