Field Support Supervisor (Customer Success)

Sidecar Health is redefining health insurance. Our mission is to make excellent healthcare affordable and accessible 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, policymakers, 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!

Our Member Care team is at the forefront of our business. Your role is easily the most important: support our members on their healthcare journeys. We're growing our team and looking for warm, passionate people to join us to help deliver the best experience in healthcare.   

As a Field Support Supervisor, your job will be to guide the Field Support Rep team to achieve efficiency in providing excellent customer service to our members by answering their questions, solving their problems, and ensuring they have access to the care they need. Our Field Support team works in the field supporting members at their worksites, and they partner closely with our Account Management, Claims, and Provider teams to assist group members who need support using their Sidecar Health benefits. 

A Field Support Supervisor’s primary duties involve making sure their team is productive and happy, meeting all performance expectations, and fulfilling individually assigned job duties to the best of their ability to ensure a positive member experience whenever possible. Teams of approximately 10 agents will report directly to the Field Support Supervisor.  

• →Managing performance and productivity of the team by setting proper goals and expectations, and holding agents accountable to them 
• →Acting as an escalation point to the team to assist in cases of difficult or complex situations/questions 
• →Ensuring team morale, and fostering a supportive and positive culture
• →Fielding and passing on feedback as appropriate from members and member care specialists  
• →Overseeing the integrity of the work the team is doing by ensuring correct information and feedback is shared, as well as assuring that QA feedback is calibrated
• →Monitoring and coordinating agents' movements and activities, and assisting in the field as necessary to ensure a positive member and group experience
• →Working/Coordinating with the Training team to ensure seamless onboarding of new agents
• →Working/Coordinating with the Workforce team to ensure schedule adherence, service levels, and other efficiency standards
• →Overseeing and coordinating travel of field agents, with reliable transportation and ability to travel around to all agent territories as necessary
• →Evaluating employee performance and conducting performance reviews 
• →Managing necessary disciplinary action of employees as necessary, up to and including termination and keeping detailed records of such interactions 
• →Developing performance metrics unique to the field agent team, and continuously learning from and improving on team structure and processes
• →Other job-related duties as assigned 

KPIs: 

• →Agent performance (Quality, schedule adherence, conformance, and availability) 
• →Rightness of fit for interviewees and retention
• →Completion of assigned special projects 

• Competitive salary and equity package  
• Comprehensive Medical, Dental, and Vision benefits
• A 401k retirement plan
• Paid vacation and company holidays
• Opportunity to make an impact at a rapidly growing mission-driven company transforming healthcare in the U.S.