Manager, Customer Support

Sacramento, CA /
Agent Support /
Full Time
About the Role
HealthSherpa is looking for a Manager for our Agent Support Team. You will manage our Sacramento-based Agent Support team to provide outstanding service to our 47,000 agents. You will help agents and brokers navigate the complex and confusing healthcare industry and grant their clients access to healthcare when they need it and on their terms.

You will oversee the deployment of new service models to grow the operation and hit support goals for HealthSherpa. You will report to the Director of Support.

Your Responsibilities

    • Manage daily operations of a team of 20 agent support reps that scales up to 70+ during peak season (four months between September and December)
    • Hire and train new team members when capacity needs arise
    • Coordinate and implement support schedules for maximum coverage in season and off-season
    • Report customer service metrics, and create goals following our priorities
    • Establish processes, procedures, and new service models to ensure quality service levels and scalability of the operation
    • Align with Executive Team around essential agent experience metrics and goals
    • Summarize agent feedback to inform product development and improvements
    • Maintain a high level of customer engagement and satisfaction
    • Provide support when capacity is compromised
    • Understand our product and talk fluently about our product to the people who use our products

About You

    • 5+ years of experience in direct management roles. Preferably in a call center
    • Operational experience in customer success, call-center support, help desk, or other support function
    • Solid written and verbal communication skills
    • Someone who looks for data and wisdom to make the best decisions
    • Ability to stay calm in high-volume situations

Bonuses (Nice to Haves)

    • Health insurance experience
    • Affordable Care Act and/or health policy knowledge
    • Experience in tech start-ups

What We Offer

    • Great compensation package that includes meaningful equity in a high growth, profitable company
    • Health, vision and dental coverage for you, your spouse and dependents
    • 401K after grace period
    • Employee assistance program
    • Parental leave
    • Paid Vacation and holidays
    • Monthly grocery stipend
    • Home office budget for remote team members
    • Offices in San Francisco and Sacramento with catered lunch for working on-site
    • Commuter benefit
We're building a diverse and inclusive work environment where we learn from each other, respect one another and welcome different lived experiences. We encourage people of diverse backgrounds, experiences, identities, abilities, and perspectives to apply. We are an equal opportunity employer and a fun place to work. Come join the team at HealthSherpa.