customer experience Supervisor

We're Hiring: Customer Experience Supervisor | HealPath Office-based | Full-time, Supervisory Role Department: Customer Experience – Digital Health Operations HealPath delivers reliable, privacy-safe customer experience across calls, WhatsApp, email, tickets, telehealth, Chronic Refill, CCM and partner-integrated care. We're looking for a Customer Experience Supervisor to run the day-to-day operation — protecting member trust and access while driving up NPS/CSAT and driving down errors and rework. What you'll own: ✅ Daily queue control, shift coverage, and escalations across all channels ✅ Supervision, coaching, and QA feedback for Customer Support Specialists & Receptionists ✅ Enforcing SOPs, privacy standards, and audit-ready documentation ✅ Complaints handling, root-cause reviews, and service recovery ✅ Coordinating clinical routing with Clinical Services & Medication Management ✅ KPI reporting and approved process improvements

Bachelor's degree in business, healthcare admin, communications, or related field 3–5 years in healthcare/customer operations or contact centres 1–2 years of team leadership or supervisory experience Professional working English Hands-on with ticketing, scheduling, messaging & telephony platforms Proven discipline handling confidential member data & PHI Nice to have: ⭐ Telehealth, chronic care, or medication-refill experience ⭐ Six Sigma / Lean / Healthcare Quality certification ⭐ Payer/TPA verification or claims-support exposure ⭐ Workforce management/scheduling experience