The Customer Support Supervisor is responsible for leading the day-to-day operations of the Customer Support team, ensuring exceptional service delivery while driving operational excellence across Navigating Care's healthcare SaaS platform. This role combines people leadership, technical problem solving, and operational oversight to ensure timely issue resolution, continuous process improvement, and a high-quality experience for our clinic partners and patients.

Reporting to the Director of Customer Experience, this position coaches and develops frontline support representatives, serves as the primary escalation point for complex customer issues, and partners cross-functionally with Product, Engineering, Provider Operations, and other teams to improve workflows, resolve systemic issues, and enhance the overall customer experience. The ideal candidate is an analytical, data-driven leader with experience supporting healthcare technology and a passion for building high-performing teams.

Responsibilities:

• Lead, coach, and develop a team of Customer Support Representatives.

• Foster a culture of accountability, collaboration, continuous learning, and customer service.

• Oversee daily support operations, including queue management, workload balancing, and SLA adherence.

• Serve as the primary escalation point for complex customer issues.

• Coach team members to build a high-performing support organization.

• Ensure accurate, timely, and compliant documentation in ServiceNow and other support systems.

• Analyze support metrics and trends to drive process improvements.

• Partner with Product, Engineering, Provider Operations, and other teams to resolve issues and improve the customer experience.

• Ensure compliance with HIPAA, PHI, and company policies.

• Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.

Required Qualifications:

• Bachelor's degree or equivalent combination of education and relevant work experience.

• High school diploma or GED required.

• 3–5 years of experience in customer support, technical support, or customer success within a SaaS environment.

• 5+ years of experience leading, coaching, or supervising a customer support team.

• Experience managing customer escalations and balancing competing priorities in a fast-paced environment.

• Strong analytical and problem-solving skills with the ability to diagnose operational and technical issues.

• Demonstrated ability to use data and performance metrics to drive decisions and improve outcomes.

• Excellent written and verbal communication skills with the ability to communicate effectively with technical, clinical, and business audiences.

• Proven ability to build collaborative relationships and work effectively across cross-functional teams.

• Experience with ServiceNow or a similar case management platform.

• Experience with Zoom Contact Center or a comparable contact center solution.

• Proficiency with Microsoft Office 365, JIRA, Confluence, and collaboration tools.

Preferred Qualifications:

• Experience supporting healthcare technology or other highly regulated SaaS solutions.

• Working knowledge of HIPAA, PHI, and healthcare workflows.

• Experience leading process improvement or operational excellence initiatives.

• Experience coaching and developing high-performing customer support teams.

Essential Competencies:

• Coaches, develops, and motivates team members while fostering accountability, collaboration, and continuous improvement.

• Identifies root causes of operational and technical issues and implements practical, scalable solutions.

• Effectively manages priorities, maintains service levels, and drives process consistency and quality.

• Uses metrics and trends to evaluate performance, inform decisions, and improve outcomes.

• Builds strong partnerships across teams and effectively influences stakeholders to achieve shared goals.

• Communicates clearly and professionally with customers, clinical users, technical teams, and leadership.

• Exercises sound judgment, remains effective under pressure, and adapts to changing priorities and business needs.

• Attendance is an essential job function.