{"id":3738969,"url":"https://alion.io/job/zenith-american-solutions-supervisor-customer-care","title":"Supervisor, Customer Care","company":{"id":2773253,"name":"Zenith American Solutions","domain":"zenith-american.com","url":"https://alion.io/company/zenith-american","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":75000,"max":null,"currency":"USD","period":"year","gross":null,"usd_annual":75000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-13T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-11-12T08:17:47Z","board_verified":true,"closed_at":null,"days_open":30,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":30},"description":"Position Summary\nThe Supervisor, Customer Care provides daily leadership and oversight to a Customer Care team in accordance with Company guidelines, regulatory requirements, and client needs.\n\"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role.\"\nKey Duties and Responsibilities\nProvides daily leadership and supervision to staff consistent with management values and mission.\nAssigns, distributes, and monitors quality and quantity of work produced, ensuring employees are held accountable for consistently meeting quality and production requirements.\nDevelops staff through performance management, goal setting, training, and effective employee relations.\nOptimizes workflows/processes, tools, and staff allocation to ensure efficient and cost-effective day to day operations.\nEmploys management oversight measures to ensure ongoing compliance with regulatory and legal guidelines.\nReviews and approves timecards, time off requests, and validates the accuracy of labor allocations and payroll processing information.\nMaintains current knowledge of assigned Plan(s) and effectively applies knowledge.\nRemediates escalated claims issues, reviews plan changes, and attends to other client needs.\nParticipates in new business presentations and client meetings as requested, attends benefit fairs, and assists in the implementation of new clients.\nPerforms other duties as assigned.\nMinimum Qualifications\nHigh school diploma or GED.\nThree years of experience working in customer service with one year in a lead or supervisory role.\nUnderstanding of call metrics and analysis, staffing models, and workforce management.\nExceptional team player with the confidence and integrity to earn client and internal team confidence quickly.\nStrong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities.\nExceptional analytical and problem resolution skills; ability to exercise independent, sound judgment.\nAbility to effectively manage staff remotely.\nAbility and willingness to travel as necessary.\nComputer proficiency including Microsoft Office applications and tools.\nPreferred Qualifications\nExperience in a third-party administrator or health and welfare industry.\nBi-lingual.\n*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.\nWorking Conditions/Physical Effort\nProlonged periods of sitting at a desk and working on a computer.\nMust be able to lift up to 15 pounds at times.\nDisability Accommodation\nConsistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, it is the policy of Zenith American Solutions to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruiting Department at , and we would be happy to assist you.\nPlease note that in compliance with certain state law, we are displaying salary. This rate is intended for hires into this location.\nCompensation: $75,000/annually\nZenith American Solutions\n Real People. Real Solutions. National Reach. Local Expertise.\nWe are currently looking for a dedicated, energetic employee with the necessary skills, initiative, and personality, along with the desire to get the most out of their working life, to help us be our best every day.\nZenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 44 offices nationwide. The original entity of Zenith American has been in business since 1944. Our company was formed as the result of a merger between Zenith Administrators and American Benefit Plan Administrators in 2011. By combining resources, best practices and scale, the new organization is even stronger and better than before.\nWe believe the best way to realize our better systems for better service philosophy is to hire the best employees. We're always looking for talented individuals who share our dedication to high-quality work, exceptional service and mutual respect. If you're interested in working in an environment where people - employees and clients - really matter, consider bringing your talents to Zenith American!\nWe realize the importance a comprehensive benefits program to our employees and their families. As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more!","description_format":"text","description_chars":5061,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology"],"lifecycle":[{"event":"open","at":"2026-11-04T11:06:26Z"}],"visa":[],"liveness":{"score":43,"band":"fade","label":"Fading","p_open":1,"p_active":0.783,"p_room":0.55,"age_days":30,"expected_fill_days":27,"reasons":["conf:2","win:tail"],"computed_at":"2026-11-12T10:38:37Z"},"pay":{"stated_usd_annual":75000,"is_top_pay":false},"html_url":"https://alion.io/job/zenith-american-solutions-supervisor-customer-care","json_url":"https://alion.io/job/zenith-american-solutions-supervisor-customer-care.json","meta":{"generated_at":"2026-11-12T23:30:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":49721,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2773253},"rest":"https://alion.io/mcp/rest/get_company?id=2773253"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fzenith-american-solutions-supervisor-customer-care"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fzenith-american-solutions-supervisor-customer-care"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fzenith-american-solutions-supervisor-customer-care"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/zenith-american-solutions-supervisor-customer-care\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fzenith-american-solutions-supervisor-customer-care"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3738969}},{"tool":"search_jobs","arguments":{"company":"zenith-american.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3738969},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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