- Coordinate supervisors and agents, balance workload and coverage across time zones, and answer operational questions.
- Co-own monthly performance reviews, coach agents using performance data, and run onboarding and training for new team members.
- Review conversations against quality standards, identify patterns, and turn findings into improvements, including for AI-assisted answers.
- Maintain internal guidance and help-center content as products, policies, and regulations change.
- Handle complex complaints, claims disputes, and sensitive member situations, working with insurers, compliance, and the tech team.
- Track and report response times, resolution, satisfaction, and backlog, and flag emerging problems.
- Document processes, identify automation opportunities, and own projects such as launching new support channels.
- Make operational decisions when the Head of Customer Care is away.
Quality AssuranceCustomer support