Manager, Customer Support

Public Partnerships | PPL•Albany, NY

3d•$80,000 - $90,000•Onsite

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services. Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.pplfirst.com). This role will be working onsite at our Latham, NY office. Job Summary The Customer Support Manager is responsible for overseeing a team that delivers exceptional customer support to clients, ensuring their needs are met and that they receive timely, efficient assistance. This role involves managing the daily operations of the customer support team, improving service delivery, and ensuring the team meets performance targets. The Customer Support Manager works closely with clients to address concerns, resolve issues, and maintain high levels of customer satisfaction.

Requirements

Proven experience in managing, coaching, and developing teams to achieve high levels of performance.
Strong commitment to delivering excellent customer service and ensuring the needs of clients are met in a timely and efficient manner.
Ability to address and resolve client issues effectively, demonstrating strong decision-making and conflict resolution skills.
Excellent verbal and written communication skills, with the ability to engage effectively with clients and team members.
Strong organizational skills, with the ability to manage multiple tasks and priorities in a fast-paced environment.
Familiarity with relevant regulations and compliance standards in healthcare or long-term care services is a plus.
Education: High school diploma or equivalent required; associate or bachelor’s degree preferred, professional experience in a related field may be considered in lieu of formal degree.
Experience: 5+ years of experience in customer service or client support, with at least 2 years in a supervisory or managerial role.

Nice To Haves

Familiarity with relevant regulations and compliance standards in healthcare or long-term care services is a plus.
Education: High school diploma or equivalent required; associate or bachelor’s degree preferred, professional experience in a related field may be considered in lieu of formal degree.

Responsibilities

Team Leadership: Supervise and support a team of customer support agents, ensuring high levels of performance and job satisfaction.
Provide coaching, guidance, and professional development opportunities for staff.
Customer Support Excellence: Ensure that the customer support team provides responsive, empathetic, and effective assistance to clients, handling inquiries, requests, and complaints in a professional manner.
Process Improvement: Continuously evaluate and improve customer support processes, workflows, and systems to enhance team efficiency and effectiveness.
Issue Resolution: Handle and resolve complex client issues or escalations, ensuring timely and satisfactory resolutions.
Performance Management: Monitor team performance against key performance indicators (KPIs), providing feedback and ensuring alignment with service quality standards.
Collaboration: Work closely with other internal teams (such as Operations, Enrollment, Compliance, etc.) to address client needs and ensure a seamless service experience.
Training & Development: Oversee the onboarding and ongoing training of new and existing team members to ensure they have the skills and knowledge needed to support clients effectively.
Reporting: Prepare regular reports on team performance, customer feedback, and key metrics to provide insights for leadership and process improvement.
Client Advocacy: Act as a client advocate, ensuring that customer needs are heard and addressed while maintaining a high level of satisfaction with the services provided.
Compliance & Quality Assurance: Ensure that customer support operations comply with relevant regulations and company policies.