Senior Manager of Customer Support

Wellworks For You is seeking a Remote Senior Manager of Customer Support to lead and oversee our customer support team. This role is responsible for providing strategic direction, performance oversight, and operational planning to ensure the delivery of exceptional customer support services.

The ideal candidate brings proven experience managing call center operations and administrative support teams, with a strong ability to analyze performance metrics and implement process improvements that drive efficiency, consistency, and alignment with company goals. This role will also play a key part in supporting and mentoring team leadership, ensuring training, consistency, and ongoing professional development.

Role Details:

• Compensation: $75,000–$80,000 annually
   
• Schedule: Monday–Friday, 8:00am - 4:00pm, or 9:00am to 5:00pm
   
• Reports To: VP of Operations
   
• Team Size: 10 remote employees, plus seasonal temporary staff as needed

Why work with us?

Wellworks For You empowers our employees to make health and well-being a priority at work and in life. Our employees work in a friendly and supportive culture, and receive a competitive compensation and benefits package including:

• Competitive salary
• Internal incentive program
• Growth opportunities
• Comprehensive benefits package - Medical, Dental, Rx, Vision, Life, Disability, Hospital reimbursement plan
• 401k with employer match
• Employee Assistance Program through LifeMatters EAP
• Mental health benefits, including access to paid therapy
• Paid maternity leave after 12 months
• Paid Time Off including time off to volunteer in your community
• Casual dress code
• Wellness program and teambuilding opportunities with incentives
• Milestone anniversary program
• Ongoing training and education

What will your day look like?

• Collaborate with Team Leads to review systems and procedures and devise ways to streamline and enhance current processes
• Work with tenured team members on managing client deadlines and priorities and assisting with customer escalations
• Work closely with the Vice President of Operations to identify business needs and objectives, opportunities for improvements, and new process enhancements to achieve department and business goals
• Assess team performance and provide coaching and guidance to ensure maximum efficiency
• Serve as a department liaison and work cross-functionality with all departments to achieve company goals and initiatives
• Provide analysis and recommendations to the Vice President of Operations regarding administrative functions and planning
• Determine and analyze Key Performance Metrics (KPIs) to monitor the effectiveness of the administrative and call center team’s processes and procedures
• Maintain monthly reporting and analytics on form submissions, form processing, chat, and call center operations
• Develop, oversee, and communicate policies, procedures, and efficiencies
• Be involved in hiring new team members and temporary employees
• Train all new and temporary team members
• Organizes and oversees team members set schedules
• Manages PTO requests
• Assesses ongoing team member performance and conducts annual performance reviews
• Audit the work of team members to ensure work is accurate and deadlines are being met
• Attend department meetings via Microsoft Teams

What should you bring to the table?

• 5+ years of management/supervisory experience with a strong emphasis on customer support 
• 3+ years of experience working with inbound and outbound calls, preferred
• Strong track record of successful management of call centers and/or administrative services
• Successful history of providing action results
• Excellent analytical and time-management skills
• Strong analytical skills and ability to understand process and procedures
• Ability to lead and embrace change
• Strong decision making and problem solving skills
• Excellent interpersonal skills and ability to communicate at all levels
• Advanced time management and project management skills
• Organized and able to adhere to timelines, budgets, and schedules
• Ability to perform a variety of tasks simultaneously, sometimes under tight deadlines
• Ability to work both independently and cooperatively as part of a team with enthusiasm, initiative, and creativity
• Extremely proficient in the use of Microsoft Suite products (Word, PowerPoint, Outlook, Excel)
• Bilingual English/Spanish a plus but not required. 

What is the work environment?

• This job routinely uses standard office equipment such as computers, phones, etc.
• This position is a fully remote position, reporting into our home office in Malvern, Pa. Local candidates can have the option of hybrid work in office and remote if desired.
• Because you will be handling confidential client information, you must work from your designated home office. You cannot work in a public location.
• Technology, hardware and software, are provided. Employees must provide their own secure internet access.
• This position's hours will be Monday through Friday 8am to 4pm, or 9am to 5pm with occasional work before and after during busy season.

**The salary for this position is $75,0000-$80,000 based on location, and skills determined in the interview process. **

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job Type: Full-time, Salaried