Customer Service Supervisor - Member Care

Sidecar Health is redefining health insurance. Our mission is to make excellent healthcare affordable and attainable for everyone. We know that to accomplish this lofty mission, we need driven people who will make things happen. 

The passionate people who make up Sidecar Health’s team come from all over, with backgrounds as tech leaders, policy makers, healthcare professionals, and beyond. And they all have one thing in common—the desire to fix a broken system and make it more personalized, affordable, and transparent. 

If you want to use your talents to transform healthcare in the United States, come join us! 

*Must reside in UT, CO, OH, NC, FL, GA or TX for consideration* 

About the Role 

Our Member Care team is at the forefront of our business. Their role is easily the most important - supporting our members on their healthcare journeys by answering their questions, helping them solve problems, and ensuring they have access to the care they need. We're growing our team and looking for warm, passionate people to join us and help deliver the best experience in healthcare. As a startup, there is no shortage of opportunities, responsibilities, and growth! You'll work alongside a dynamic team that is disrupting the healthcare industry and having a positive and meaningful impact on our members' lives every day.    

The Member Care Supervisor’s primary duties involve making sure their team is productive and happy, meeting all performance expectations, fulfilling individually assigned job duties to the best of their ability, and ensuring a positive member experience. This role will manage teams of approximately 10-15 agents.  

What You'll Do

 Lead with Purpose  

• Coach and develop a team of Member Care Specialists to deliver exceptional service that reflects Sidecar Health's values  

• Set clear performance goals aligned with our mission and hold team members accountable while fostering their professional growth  

• Build a team culture that embraces our startup mindset: innovative, member-obsessed, and always improving  

 Drive Operational Excellence  

• Monitor key metrics including first-call resolution, member satisfaction scores, and team productivity  

• Partner with Quality Assurance and Training to ensure accurate information delivery, especially regarding our unique pricing transparency and coverage model  

• Collaborate with Workforce Management to optimize scheduling and maintain service levels across phone, chat, and ticket channels  

• Jump in to handle escalated member situations, demonstrating expert knowledge of our products and services  

Champion Continuous Improvement  

• Identify trends in member feedback and work cross-functionally to enhance our products and processes  

• Partner with our Training team to onboard new specialists and continuously upskill existing team members on our evolving offerings  

• Assist with special projects that directly impact member experience and operational efficiency  

• Share insights with Product and Operations teams to influence company-wide improvements  

Foster Team Development  

• Conduct regular 1:1s, performance reviews, and career development conversations  

• Handle performance management conversations with empathy and clarity, including disciplinary actions when necessary  

• Recognize and celebrate team achievements that exemplify our values  

The supervisor must maintain flexible availability for potential shifts scheduled between 8:00 a.m. and 8:00 p.m. ET Monday through Friday and may be required to be on call during weekends from 8:00 a.m. to 5:00 p.m. ET, as needed. 

What You'll Bring 

• 5+ years of experience in customer service, with at least 2 years in team management, including performance management and goal setting (preferred) 

• Strong communication and problem-solving skills, thriving in a fast-paced, evolving environment 

• Ability to connect with both team members and customers, providing coaching, feedback, and conflict resolution when needed 

• Experience setting clear goals, prioritizing tasks, and allocating resources effectively, while paying strong attention to detail 

Sidecar Health is an Equal Opportunity employer committed to building a diverse team. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.