Oversee daily operations of the Customer Care team to ensure timely and effective support.
Provide coaching and guidance to team members to improve performance and engagement.
Monitor individual and team KPIs and deliver regular feedback.
Execute workflows and processes established by leadership.
Manage ticket routing and basic Zendesk configurations; escalate complex issues as needed.
Support onboarding and training of new hires and facilitate ongoing development.
Handle escalated customer issues and ensure resolution meets quality standards.
Identify inefficiencies and share feedback with leadership for process improvement.
Collaborate with other departments to resolve customer-impacting issues.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
Human Resources Request Form. The EEOC "Know Your Rights" Poster is available
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https://insightglobal.com/workforce-privacy-policy/ .
Bachelors degree or equivalent experience.
5+ years in Customer Care, 2-3 in leadership, preferably in healthcare.
Strong leadership, communication, and problem-solving skills.
Proven ability to manage teams and drive operational improvements.
Experience with Zendesk and CRM systems.
Ability to work cross-functionally and manage change effectively.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.