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Job Summary:
- The Customer Care Supervisor leads a Claims Support team responsible for resolving complex and escalated customer issues.
- This role owns daily operations, quality, and KPI performance while coaching and developing team members through 1:1s and performance management.
- The Supervisor partners closely with Engineering, Product, and Partner teams to resolve system issues in real time.
Key Responsibilities:
- Oversee daily claim workflows ensuring accuracy, timeliness and adherence to compliance requirements within Required SLAs.
- Own team performance across CSAT, Quality, Productivity, Aging, and SLA, translating results into clear action plans.
Qualifications:
- Minimum of 5 years experience in claims management, contact center operations, or BPO management.
- Experience managing remote agents.
- Experience managing both voice and written channels in contact center operations.
Extend
Extend is revolutionizing the post-purchase experience for retailers and their customers by providing merchants with AI-driven solutions. Extend works with more than 1,000 leading merchant partners across industries and our headquarters is in downtown San Francisco.