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Paynela · 23 hours ago

Customer Success Supervisor

Kalispell, MT

Full-time

Onsite

Mid, Senior Level

$70K/yr - $80K/yr

3+ years exp

Paynela is dedicated to rethinking affordability in healthcare by providing patient access to medications and treatment. The Customer Success Supervisor will lead a team of support specialists, ensuring customer satisfaction and compliance with service level agreements while collaborating with management to develop policies and procedures.

Artificial Intelligence (AI)Financial ServicesHealth Care

Responsibilities

Oversee the support specialists’ team responsible for the direct support of customers and clients

Monitors and reports on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures

Supervises program(s) per the scope of work, program business rules and standard operating procedures

Day to day contact with clients and management team as needed for issue resolution

Participates in the analysis and creation of client reports and other deliverables, as applicable

Partners with program management team on internal and external customer Monthly/Quarterly Business Reviews

Works with manager to analyze the program(s)' operations and efficiency

Acts as a liaison across the organization to research and resolve client and customer issues

Collaborates with leadership in creating SOPs, project specific procedures and training materials including maintenance of the documents/processes

Contributes to strategic and business planning for the program(s) by participating in planning activities, identifying project initiatives and operational issues, coordinating research, and developing recommendations based on that research

Participate in interviewing prospective employees, evaluating current employees, and mentoring and training employees as needed

Other duties as assigned

Qualification

Healthcare experienceSupervisory experienceMicrosoft Suite proficiencyInterpersonal skillsWritten communication skills

Required

Driven by self-motivation, proactive, and focused on details and results

Demonstrated interpersonal, customer relations, and communication skills with the ability to use discretion when discussing confidential personnel or consumer-related issues

3 -5 years' relevant experience related to healthcare or pharmaceutical support and particularly in overseeing personnel

Proficiency in Microsoft Suite programs

Ability to work cross-functionally, to proactively communicate and to resolve issues with the highest sense of urgency

Highly developed written communication and documentation skills to develop program materials, program specific procedures, and application requirements