Customer Experience Supervisor

Customer Experience Supervisor - Onsite 

**Location: Fort Worth, TX**

Are you ready to lead a team that plays a pivotal role in transforming lives and revolutionizing healthcare? Serenity, a leader in healthcare technology, is seeking a dynamic and mission-driven Customer Care Supervisor. Our mission is to empower individuals to take back their lives from challenging health issues through cutting-edge treatments. We're looking for a leader who has a track record of driving exceptional results in a customer-centric call center environment.

Trigger Warning: Working with suicidal patients, listening to trauma from PTSD patients, and having responsibility to support these patients may be triggering for some people.

Key Responsibilities:

• Utilize data-driven insights to oversee intricate processes.
• Manage performance metrics, policies, and procedures.
• Identify opportunities for enhancing customer service protocols and collaborate with the internal stakeholders.
• Provide invaluable coaching, constructive feedback, and conduct performance evaluations.
• Lead and inspire a high-performing customer care team, fostering a productive and achievement-oriented environment.

Key Qualifications:

• 1-3 years of proven customer service supervisor experience.
• Background in high-volume customer service leadership or call center operations.
• Proficiency in identifying, coaching, and measuring core competencies and performance metrics.
• Genuine passion for supporting individuals facing mental health challenges.
• Demonstrated ability to make sound decisions amidst competing priorities.
• Exceptionally organized with an acute attention to detail.
• Driven and self-motivated.
• Exceptional customer service, communication, problem-solving, and de-escalation skills.
• Comfortable engaging with professionals at all levels.

Benefits:

• Comprehensive insurance coverage (90% premium covered by Serenity)
• Clear paths for growth and advancement
• Competitive compensation
• No cold calling or sales involved
• Generous PTO plus 10 major holidays off
• 401K retirement plan
• Employee Referral Program
• And much more!

 
About Serenity:

Serenity is at the forefront of healthcare technology, leveraging state-of-the-art medical devices to provide patients with long-term success, even after other treatments have fallen short. Grounded in evidence-based research and supported by proven results, we are committed to helping individuals reclaim their lives through a groundbreaking technological approach to healthcare. Join us in making a meaningful impact on the lives of those we serve.