Supervisor

Job Description

A motivated and experienced Customer Support Supervisor to lead and manage a team responsible for supporting our invoicing product. The ideal candidate will ensure exceptional customer service, oversee daily team operations, and drive continuous improvement in processes and service delivery. This role requires a proactive leader who can mentor the team, manage escalations, and collaborate with cross-functional teams to achieve customer satisfaction and operational efficiency.

Role and Responsibilities

• Supervise and lead a team of customer support specialists, business analysts, and problem managers, providing guidance, coaching, and mentoring.
• Monitor team performance, set objectives, and ensure adherence to KPIs such as response time, resolution time, and customer satisfaction scores.
• Conduct regular team meetings and one-on-one sessions to address concerns and share updates.
• Oversee the handling of customer queries related to the invoicing product through email and phone.
• Ensure proper documentation and timely resolution of customer issues in the support system (e.g., Salesforce, Jira).
• Review escalated cases and ensure appropriate action is taken to resolve them effectively.
• Identify gaps in current support processes and work with the team to implement improvements.
• Collaborate with Product, Engineering, and Implementation teams to address recurring issues and provide customer insights for product enhancement.
• Develop and deliver training programs to ensure the team stays updated on the product and processes.
• Create and maintain a knowledge base for internal and customer use.
• Generate reports on team performance, customer issues, and process bottlenecks for management review.
• Communicate updates on policies, product changes, and process improvements to the team.

Required Qualifications:

• Bachelor’s degree in business administration, Finance, or a related field (or equivalent work experience).
• 6+ years of experience in customer support, with at least 2 years in a supervisory or team lead role.
• Strong understanding of invoicing processes and related financial systems.
• Proficiency in using CRM tools like Salesforce or similar platforms. Experience working with invoicing software or related products.
• Knowledge of process improvement methodologies, such as Six Sigma or Lean.
• Strong analytical and problem-solving skills. Leadership and team management.
• Excellent verbal and written communication.
• Experience with ITSM tools like JIRA.
• Strong customer focus with the ability to manage challenging situations.
• Ability to multitask and prioritize effectively.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and other business tools.

GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.

Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.

GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.