Supervisor - Customer Support

General Summary

This Supervisor owns a Customer Care Exchange support team of 15+ analysts that supports the US region on a rotating shift, and is accountable for its results. The role mixes strategic work, such as setting team goals and leading change, with hands on work, such as running daily queues, handling escalations and coaching analysts. The role uses AI tools, including Claude, Slack AI and Agentforce, to improve productivity, quality and customer experience, and leads the team through changes in process, product and technology. This position reports to the Senior Manager, Exchange Support.

This position requires strong ownership, sound judgment, a passion for excellent customer service, the ability to keep people motivated and aligned in a fast changing environment, and a high level of integrity and work ethic

Job Description

Team and Goal Ownership

• Own the team’s goals, performance and results from start to finish, including how the team is staffed and scheduled across rotating shifts.
• Turn department and business goals into clear targets for the team and for each analyst, and make sure everyone knows how their work supports them.
• Own the team’s KPIs: CSAT, productivity, QA, MTTR (mean time to resolve), attendance, occupancy, shrinkage, attrition and adherence to hybrid guidelines. Review them regularly, act early when results slip, and escalate when appropriate.
• Build and maintain a high performing team through hiring input, onboarding, coaching, performance reviews and clear action plans, including support for the bottom quartile.
• Plan capacity and staffing, and raise staffing needs to management with data.

Change Management and Team Engagement

• Lead the team through changes in process, product, tools and ways of working. Explain the reason, the impact and the plan, and check that the change has been adopted and sustained.
• Keep people motivated, engaged and aligned with team and business goals through regular one to ones, team huddles, recognition and honest feedback. Watch for early signs of low morale, resistance or burnout, and act on them with empathy and clear next steps.
• Mentor direct reports and analysts on career growth and leadership skills, and build a pipeline of future leaders.

AI, Automation and Process Improvement

• Use AI tools, including Claude, Slack AI and Agentforce, to improve the team’s productivity, quality and customer experience, and to automate routine work.
• Identify and prioritize automation and process improvement opportunities, work with the Business Analyst and Automation teams, and track the results.
• Build AI skills across the team by sharing good practice and use cases, and by coaching analysts to use the tools well and to protect customer data.
• Proactively create projects and process efficiencies that improve scalability, quality and customer satisfaction, and keep process documents and resource materials current so the whole team works to one standard.

Customers, Escalations and Cross Functional Work

• Support customers and GHX coworkers by phone and email, and own escalations and related product issues through to resolution.
• Work with Product, Automation, Technology and other CX teams to resolve problems and to raise customer issues and trends early.
• Give analysts clear and actionable instructions for daily tasks and project work, and manage own time, projects and meetings to deadlines.
• Prepare clear updates for leaders on team performance, risks, progress on change and the results of AI and automation work.

Required Skills/Competencies

• Strong ownership and accountability for team results, with the integrity to follow through.
• Proven ability to lead change: explain the reason, bring people along, handle resistance and make new ways of working stick.
• Ability to motivate people, build trust and keep a team aligned with team and business goals.
• Strategic thinking: connect daily work to business goals, set priorities and decide using data, while staying hands on where the team needs it.
• Practical use of AI tools such as Claude, Slack AI and Agentforce, with good judgment on data privacy and the quality of AI output.
• Ability to monitor and evaluate performance using KPIs such as CSAT, productivity, QA, MTTR, attendance, occupancy, shrinkage, attrition and hybrid guidelines, and to turn the numbers into action, including bottom quartile management and employee satisfaction.
• Strong coaching and feedback skills, including handling difficult conversations.
• Clear and effective verbal and written communication, including presenting to GHX leaders and executives.
• Proficiency in Microsoft Office, with advanced Excel, and working knowledge of Salesforce or a similar CRM tool.
• Ability to identify and solve internal and customer problems, and to work with little direction or guidance. Determined, detail oriented and proactive.

Required Education, Certifications, and Experience

• Bachelor’s degree OR 2+ years of healthcare and/or supply chain experience
• Minimum of 2-year experience in a team-oriented supervisor role OR an equivalent experience, including leading a team through change

GHX: It's the way you do business in healthcare

Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.

Disclaimer

Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.

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