Supervisor, Customer Care

Career-defining. Life-changing. 

At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career

About This Role:

Title: Customer Care Supervisor (Exempt) 

Reports To: Customer Care Manager / Director  

Job Overview  

The Customer Care Supervisor manages a team of Customer Care Advocates, Advanced Customer Care Advocates and Senior Customer Care Advocates.  

The Supervisor will be responsible for providing coaching, guidance and support towards achieving individual, Advocate level and departmental goals while aligning the team to the key expectations. The expanded use of critical thinking skills- to solve complicated issues, document findings, and develop solutions will be needed to grow in this role.   

Our work environment is fast paced, with a collaborative atmosphere. The supervisor team will be required to assist their teams in day-to-day activities as the business needs require.   

The supervisor will be responsible for team communication as well as a collaborative communication for all team members as needed regardless of which team the advocate is on.  The ability to work as a group to deliver key department results to drive continuous improvement will be needed.  

 Responsibilities and Duties  

• Lead a team of Customer Care Advocates (Advocates, Advanced and Senior level) who are servicing calls from accounts, patients and internal business partners.  

• Provides coaching to CCA’s to ensure that they achieve or exceed company expectations for quality and service by providing regular, constructive feedback and guidance to develop employees to their full potential. 

• Ability to take calls / tickets as needed based on volume to be a backup for the team. 

• Review and accountability of employee reports – attendance, timesheets, performance metrics. 

• Conduct live call listening, live monitoring and call calibration with team members.  

• Manage through the daily operations of the call center, own monitoring of work queues (inbound calls, device returns, email requests, outbound calls, etc.). 

• Review and audit of CCA queue work to ensure quality, accuracy and timeliness of work.  

• Handle and resolve escalations multi-channel and multi-level.  

• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to streamline operations through improved processes and technology. 

• Performance management of CCA team. 

• May participate in supporting a specialty area such as Training, Quality, or new process development.  

• Collaboration with other department Leads & points of contact.  

• Complete monthly 1:1’s with advocates and align documentation to show continued discussions and support.  

• Complete quarterly reviews of goals and follow the standard process for documentation through goal review process.  

• 85% of agents must be meeting individual metrics.  

• Within 6 Months register for Ignite Leadership class at IRT and complete in first 12 months. 

• Collaborative with full supervisor team to align on weekly communication option for the team.  

• Assist with other Customer Care related duties as needed – may include but not limited to taking calls, resolving tickets/emails or providing other support as requested.   

About You

Qualifications:

INTERNAL CANDIDATE

• 24-36 Months in the customer care advocate roles with continued advancement
• Bachelors or equivalent combination of experience and education.  
• Strong leadership skills with the ability to guide and motivate teams to higher performance.
• Experience with Salesforce Customer Relationship Management software.
• Proficient with Microsoft Office - Word, Excel and PowerPoint.
• Understanding of data analytics and use for alignment of metrics and research.
• Candidates must possess strong verbal and written English communication skills.
• Travel requests throughout the year to IRC locations, advanced notice will be given.

EXTERNAL CANDIDATE

• Minimum of 3-5 years of customer service leadership experience, preferably in a healthcare/ medical sale noninsurance setting.
• Bachelor’s or equivalent combination of education and experience in a fast-paced environment with continued growth.
• Strong leadership skills with the ability to guide and motivate teams to higher performance.
• Experience with Salesforce Customer Relationship Management software or similar environment.
• Proficient with Microsoft Office - Word, Excel and PowerPoint.
• Candidates must possess strong verbal and written English communication skills.
• Must be flexible, able to adapt quickly and positively to change, able to handle a fast-paced growth company environment.
• Demonstrated commitment to helping people and resolve issues including those that require independent thinking and sound judgment skills not covered specifically in manuals or procedures.
• Strong commitment to quality.
• Demonstrated patience and professionalism in stressful situations. Experience in a multitasking role preferred.
• Travel requests throughout the year to IRC locations, advanced notice will be given, and attendance will be mandatory.

Location:

Remote - US

Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.

Estimated Pay Range

$70,000.00 - $88,000.00

As a part of our core values, we ensure an inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer. We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws.

iRhythm provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including those who may have any difficulty using our online system. If you need such an accommodation, you may contact us at taops@irhythmtech.com

About iRhythm Technologies
iRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care, iRhythm’s vision is to deliver better data, better insights, and better health for all.

Make iRhythm your path forward. Zio, the heart monitor that changed the game.

There have been instances where individuals not associated with iRhythm have impersonated iRhythm employees pretending to be involved in the iRhythm recruiting process, or created postings for positions that do not exist. Please note that all open positions will always be shown here on the iRhythm Careers page, and all communications regarding the application, interview and hiring process will come from a @irhythmtech.com email address. Please check any communications to be sure they come directly from @irhythmtech.com email address. If you believe you have been the victim of an imposter or want to confirm that the person you are communicating with is legitimate, please contact taops@irhythmtech.com. Written offers of employment will be extended in a formal offer letter from an @irhythmtech.com email address ONLY.

For more information, see https://www.ftc.gov/business-guidance/blog/2023/01/taking-ploy-out-employment-scams and https://www.ic3.gov/Media/Y2020/PSA200121