Customer Care Supervisor

Hire, manage, and hold accountable the Customer Care team members to ensure the team has the support to offer delightful and differentiating customer service to all of our stakeholders. Design and implement ongoing training programs to ensure the team is up to date on product knowledge, tools, and customer service best practices. Regularly conduct call listening sessions and audits of customer interactions (phone, email, chat, etc.) to ensure adherence to company quality standards and customer service excellence. Provide coaching, feedback, and complete QA scorecards to identify areas for improvement, reinforce best practices, and maintain consistency in delivering exceptional customer experiences while achieving the department’s OKRs, SLA’s, and KPIs. Assist with phone calls and emails/chat, as needed, to maintain or improve service levels Serve as the point of contact for complex or escalated issues, ensuring timely and satisfactory resolution. Monitor service channels throughout the day ensuring Customer Operations achieves all SLAs, OKRs, and KPIs. Leverage current analytics to look for opportunities to improve overall operation and team capabilities to enable the success of your team. Have superior knowledge of Beam Benefits products and services and proactively address questions from the internal team; consistently sharing best practices and technical knowledge with the Customer Care team. Identify improvements to streamline our processes and/or request resources (when appropriate) to support those improvements. Use judgment to find creative solutions to assist the Customer Care team in providing resolution to customer issues that fall outside the standard guidelines. Identify trends in knowledge gaps and provide additional education or content to support the team. Work cross-functionally with other teams to identify opportunities for improving customer experience and operational efficiency. Foster a positive and collaborative work environment to enhance employee engagement, retention, and performance. Perform other duties/projects as assigned.