[Remote] Field Support Supervisor, Customer Success

Note: The job is a remote job and is open to candidates in USA. Sidecar Health is redefining health insurance with a mission to make excellent healthcare affordable and accessible for everyone. The Field Support Supervisor will guide the Field Support Rep team to provide excellent customer service, ensuring members have access to the care they need while managing team performance and morale.

Responsibilities

• Managing performance and productivity of the team by setting proper goals and expectations, and holding agents accountable to them
• Acting as an escalation point to the team to assist in cases of difficult or complex situations/questions
• Ensuring team morale, and fostering a supportive and positive culture
• Fielding and passing on feedback as appropriate from members and member care specialists
• Overseeing the integrity of the work the team is doing by ensuring correct information and feedback is shared, as well as assuring that QA feedback is calibrated
• Monitoring and coordinating agents' movements and activities, and assisting in the field as necessary to ensure a positive member and group experience
• Working/Coordinating with the Training team to ensure seamless onboarding of new agents
• Working/Coordinating with the Workforce team to ensure schedule adherence, service levels, and other efficiency standards
• Overseeing and coordinating travel of field agents, with reliable transportation and ability to travel around to all agent territories as necessary
• Evaluating employee performance and conducting performance reviews
• Managing necessary disciplinary action of employees as necessary, up to and including termination and keeping detailed records of such interactions
• Developing performance metrics unique to the field agent team, and continuously learning from and improving on team structure and processes
• Other job-related duties as assigned

Skills

• Must be located in Ohio, Georgia, or Florida to be considered for this position
• Managing performance and productivity of the team by setting proper goals and expectations, and holding agents accountable to them
• Acting as an escalation point to the team to assist in cases of difficult or complex situations/questions
• Ensuring team morale, and fostering a supportive and positive culture
• Fielding and passing on feedback as appropriate from members and member care specialists
• Overseeing the integrity of the work the team is doing by ensuring correct information and feedback is shared, as well as assuring that QA feedback is calibrated
• Monitoring and coordinating agents' movements and activities, and assisting in the field as necessary to ensure a positive member and group experience
• Working/Coordinating with the Training team to ensure seamless onboarding of new agents
• Working/Coordinating with the Workforce team to ensure schedule adherence, service levels, and other efficiency standards
• Overseeing and coordinating travel of field agents, with reliable transportation and ability to travel around to all agent territories as necessary
• Evaluating employee performance and conducting performance reviews
• Managing necessary disciplinary action of employees as necessary, up to and including termination and keeping detailed records of such interactions
• Developing performance metrics unique to the field agent team, and continuously learning from and improving on team structure and processes
• Other job-related duties as assigned

Benefits

• Competitive salary and equity package
• Comprehensive Medical, Dental, and Vision benefits
• A 401k retirement plan
• Paid vacation and company holidays
• Opportunity to make an impact at a rapidly growing mission-driven company transforming healthcare in the U.S.

Company Overview