Supervisor - Customer Support

The role

This Supervisor owns a Customer Care Exchange support team of 15+ analysts supporting the US region. The role involves strategic goal setting, leading change, and hands-on work like running daily queues, handling escalations, and coaching analysts using AI tools.

What you will do

• Own team goals, performance, and results including staffing and scheduling
• Turn department and business goals into clear targets for the team and analysts
• Manage team KPIs including CSAT, productivity, QA, MTTR, attendance, occupancy, shrinkage, attrition and adherence to hybrid guidelines
• Build and maintain a high performing team through hiring, onboarding, coaching, and performance reviews
• Lead the team through changes in process, product, tools and ways of working
• Keep people motivated and engaged through one to ones, team huddles, recognition and feedback
• Use AI tools to improve productivity, quality and customer experience
• Identify and prioritize automation and process improvement opportunities
• Support customers and GHX coworkers by phone and email and own escalations
• Work with Product, Automation, Technology and other CX teams to resolve problems

Required qualifications

• Bachelor’s degree OR 2+ years of healthcare and/or supply chain experience
• Minimum of 2-year experience in a team-oriented supervisor role OR an equivalent experience, including leading a team through change
• Strong ownership and accountability for team results
• Proven ability to lead change
• Ability to motivate people and build trust
• Strategic thinking
• Practical use of AI tools such as Claude, Slack AI and Agentforce
• Ability to monitor and evaluate performance using KPIs
• Strong coaching and feedback skills
• Clear and effective verbal and written communication
• Proficiency in Microsoft Office, with advanced Excel
• Working knowledge of Salesforce or a similar CRM tool

About the company

Global Healthcare Exchange (GHX) is a healthcare business and data automation company that enables better patient care and billions in savings for the healthcare community. The company is privately owned, employs more than 1000 people worldwide, and has corporate headquarters in Colorado.