Supervisor, Technical Customer Care

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. Today, our 700+ team members across the globe 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 their Technical Customer Care staff 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 manager position where you will directly manage up to 12 Technical Support staff.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead, coach, support, and mentor Technical Customer Care staff to ensure enhanced performance, growth and development, including monitoring and managing ticket system queues to ensure timely resolutions of assigned tickets.
• Communicate clearly and effectively, aligning team members to organizational goals and SLAs. 
• Address escalations and supervisor calls. 
• Adhere and enforce established policies and protocols ensuring alignment of goals and guidelines. 
• Deliver performance evaluations and follow the disciplinary process according to company policy. 
• Work with Quality Assurance to understand technical support specialist 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. 
• Supervise, interview, and hire a staff of Technical Customer Care representatives. 
• Cultivate a positive company culture focused on collaboration and team building.  

• Other duties as assigned by supervisor or HHAeXchange leader.

• Travel up to 10%, including overnight travel

• 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, if appliable, from our Miami, FL location. 
• Experience with SMB / non-tech savvy personas a plus.
• Experience supporting software that offers a freemium platform a plus.

The base salary range for this US-based, full-time, and exempt position is $75,000-$80,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.