hhaexchange

SaaS platform for homecare operations

Supervisor - Technical Customer Care

Customer SupportConfirmed live in the last 24 hours

Full-timeBloomington, MN, USA$75k - $80k

About the Job

Requirements

At least 3 years of experience managing a technical customer care team.
Excellent customer service and communication skills, and proficiency in Salesforce.
Strong organizational skills and the ability to manage priorities and workflow.
Detail orientation and strong technical skills.
Demonstrated team-building and leadership skills.
Ability to balance department efficiency with excellent customer service.
Ability to lead and motivate a team toward shared goals.
Proven interpersonal, collaborative, and relationship-building skills.
Ability to work assigned shifts, including Saturday or Sunday.

Responsibilities

Lead, coach, and develop Technical Customer Care staff through regular one-on-ones, real-time feedback, and targeted performance improvement plans, ensuring individual performance aligns with operational goals.
Communicate clearly and effectively, aligning team members with organizational goals and service-level agreements.
Own day-to-day operational health of Technical Customer Care, including ticket queue performance, backlog levels, service-level agreement adherence, and real-time workload balancing across the team.
Serve as the primary escalation owner, accountable for triage, communication, and resolution of complex or high-impact customer issues.
Monitor, analyze, and report on operational performance metrics, including queue health, backlog trends, escalation rates, and service-level agreement compliance; identify risks and implement corrective action plans.
Adhere to and enforce established policies and protocols, ensuring alignment with goals and guidelines.
Deliver performance evaluations and manage corrective action processes, ensuring consistency, fairness, and alignment with company policy.
Work with Quality Assurance to understand technical support representative opportunities for improvement and address them through ongoing coaching and performance development.
Maintain familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas.
Remain calm, composed, and articulate when dealing with difficult employee and customer situations.
Monitor and evaluate departmental performance, identifying areas for improvement and growth.
Collaborate with senior leadership to define key success metrics and drive department-wide performance.
Oversee the execution of high-level initiatives while considering long-term organizational impact.
Ensure effective resource allocation, balancing immediate needs with overall company goals.
Develop and implement long-term strategic team goals aligned with overall company goals.
Foster a culture of innovation, continuous improvement, and collaboration within the team.
Perform other duties as assigned by a supervisor or HHAeXchange leader.

Desired Qualifications

Experience with small and medium-sized business or non-technical customer personas is a plus.
Experience supporting software that offers a freemium platform is a plus.

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

The Supervisor, Technical Customer Care will lead, coach, and mentor Technical Customer Care representatives to ensure enhanced performance, growth, and development. This supervisory role must have strong communication skills and deliver SLA performance while driving the company core values. This is a front-line leadership position where you will directly manage 12-15 Technical Support staff

This is an on-site position based out of our Bloomington, MN office, with an on-site presence required 5 days per week.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

Lead, coach, and develop Technical Customer Care staff through regular 1:1s, real-time feedback, and targeted performance improvement plans, ensuring individual performance aligns with operational goals.
Communicate clearly and effectively, aligning team members to organizational goals and SLAs.
Own day-to-day operational health of Technical Customer Care, including ticket queue performance, backlog levels, SLA adherence, and real-time workload balancing across the team.
Serve as the primary escalation owner, accountable for triage, communication, and resolution of complex or high-impact customer issues.
Monitor, analyze, and report on operational performance metrics (queue health, backlog trends, escalation rates, SLA compliance), identifying risks and implementing corrective action plans.
Adhere and enforce established policies and protocols ensuring alignment of goals and guidelines.
Deliver performance evaluations and manage corrective action processes, ensuring consistency, fairness, and alignment with company policy.
Work with Quality Assurance to understand technical support representative opportunities for improvement and address through on-going coaching and performance development.
Maintains familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas.
Ability to remain calm, composed, and articulate when dealing with tough employee and customer situations
Monitor and evaluate departmental performance, identifying areas for improvement and growth.
Collaborate with senior leadership to define key success metric and drive department-wide performance.
Oversee the execution of high-level initiatives while keeping an eye on long-term organizational impact.
Ensure effective resource allocation, balancing immediate needs with overall company goals.
Develop and implement long-term strategic team goals in alignment with overall company goals.
Foster a culture of innovation, continuous improvement, and collaboration within the team.

Other Job Duties

Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements.

Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

3+ years of experience in managing a technical customer care team.
Excellent customer service, communication skills and proficiency in Salesforce.
Strong organizational skills and ability to manage priorities and workflow.
Detail oriented with strong technical skills.
Demonstrated team building and leadership skills.
Ability to balance department efficiency and excellent customer service.
Leadership abilities to lead and motivate a team towards shared goals.
Proven interpersonal, collaborative, and relationship building skills.
Passionate about customer service and delivering value to customers.
Ability to work assigned shifts including Saturday or Sunday.
Experience with SMB / non-tech savvy personas a plus.
Experience supporting software that offers a freemium platform a plus.

The base salary range for this US-based, full-time, and exempt position is $75,000-$80,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.

About the Company

hhaexchange

SaaS platform for homecare operations

HHAeXchange offers a cloud-based homecare management platform that connects agencies, state Medicaid programs, MCOs, caregivers, and patients. It operates on a SaaS model, with modules for scheduling, billing, compliance, and reporting, plus optional implementation services to fit different agency sizes. Unlike others that separate tools, it focuses on unifying multiple stakeholders for end-to-end coordination across the homecare ecosystem and actively involves caregivers in the care team. Its goal is to reduce administrative work and improve care quality by streamlining operations and communication.

Company size: 1,001-5,000
Company stage: Growth Equity (Venture Capital)
Total funding: Not listed
Headquarters: New York City, New York
Founded: 2008

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