Supervisor Customer Support - 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

Join Gainwell as a Customer Support Supervisor and lead a team responsible for delivering accurate, timely, and high-quality support within a healthcare service environment. In this role, you will oversee daily operations, team performance, service-level agreements (SLAs), quality, and both clerical and clinical workflows. You will coach and develop employees, resolve complex service issues, monitor performance and reporting, and help establish and maintain a quality program that supports client expectations and continuous improvement.

Your role in our mission

• Lead, coach, and develop a customer support team, providing day-to-day supervision, performance feedback, training, mentoring, and support to ensure employees consistently meet established expectations.
• Monitor and manage service-level agreements (SLAs), productivity, quality, accuracy, and operational performance across clerical and clinical workflows, identifying issues and taking timely corrective action when performance is at risk.
• Develop, implement, and maintain a quality program that establishes measurable standards, monitoring practices, reporting, coaching, and continuous improvement activities across the operation.
• Research and resolve complex customer and operational issues, appropriately escalate service-level or performance concerns, and collaborate with management and cross-functional partners to support effective resolution.
• Review operational and client reports, monitor data integrity and daily transactions, identify performance trends and opportunities, and provide recommendations to leadership that improve service delivery, employee performance, and customer experience.

What we're looking for

• Minimum of 2 years of direct supervisory experience, including responsibility for employee performance, coaching, development, attendance, and day-to-day team operations.
• Demonstrated experience directly supervising a team of 5 or more employees in a customer service, contact center, healthcare operations, claims, clinical support, or related service environment.
• Experience managing SLAs, KPIs, quality, productivity, performance metrics, and operational reporting, with the ability to identify performance gaps and implement appropriate action plans.
• Experience developing, implementing, or managing a quality assurance/quality monitoring program, including performance standards, quality reviews, coaching, reporting, and continuous improvement.
• Strong leadership, analytical, problem-solving, organizational, and communication skills with the ability to manage complex clerical and clinical workflows, resolve escalated issues, and work effectively with employees, management, clients, and cross-functional partners.

What you should expect in this role

• Full-time remote position; applicants must reside within the United States.
• This operation provides coverage seven days a week, including Saturdays and Sundays; schedule flexibility and weekend availability are required based on business and operational needs.
• Work in a performance-driven environment requiring regular monitoring of SLAs, quality, productivity, staffing, employee performance, and both clerical and clinical operational workflows.
• Maintain a private, distraction-free workspace and reliable hard-wired high-speed internet connection with a minimum of 25 Mbps download and 10 Mbps upload; Wi-Fi is not permitted as the primary connection.
• Access to Gainwell’s competitive benefits package for eligible employees including medical, dental, vision, and 401(k) options in accordance with applicable eligibility guidelines.

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The pay range for this position is $48,400.00 - $69,200.00 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.