Head of Support (Director/Associate Director of Support)

Location: Remote role - ideally based in MA, NY, NJ, CT, RI, FL, GA, NH

The Head of Support is responsible for building out and managing a support function dedicated to working with older adults and seniors located across the United States. The support function is inclusive of an in-house support function and an overflow vendor. Our ideal candidate is someone who is interested in a human centered approach to customer service/member support that drives engagement versus a “scripted” approach, who has experience managing and motivating a remote team of agents positively and who likes to drive continuous improvement/new ideas while building scalable processes.

About SecureSeniorConnections®

More than 15 million U.S. seniors struggle with loneliness and social isolation. That stress often triggers physical illnesses that have a $60 billion impact on healthcare for seniors. SecureSeniorConnections® was founded to give nearly 50 million older adults a chance to thrive emotionally and physically – and to help those in healthcare better serve them.

SecureSeniorConnections® is a digital platform, founded by a group of healthcare, insurance, and technology experts and infused with science-backed data. The end result? A community of members that are sponsored and validated by providers and driven by purpose, meaningful activities, and shared interests.

We start with a safe, secure environment. We work with partners committed to empowering seniors. Then, together, we make a difference. You can learn more at www.secureseniorgroup.com.

Key Responsibilities

• Practicing and teaching customer service, in a unique human-centered and empathetic way- while balancing productivity metrics - for a fully remote support team (~5 specialists initially)
• Collaborating with VP of Operations to build out support function and supporting VP in overseeing the operations and budget
• Building new SLA’s, new processes and best practices for support function and/or continually improving upon existing ones
• Supervising all tasks involved in running a contact center (voice and email channels currently) by actively monitoring and managing performance / productivity / staffing levels of dedicated remote specialists during business hours
• Managing overflow vendor for outsourced overflow/weekend/off-hours tickets (particularly during peak activation/enrollment times)
• Training of new specialists and active coaching/management/empowerment of onboarded specialists to provide high-quality support (basic technical support/troubleshooting, activation, engagement opportunities)
• Ensuring issues are escalated to appropriate team (e.g. product, marketing, tech) and addressed
• Supporting VP of Operations in sharing the voice of the member with product and engineering organization, as well as driving activation, engagement and retention goals

What You Bring to the Table

• ~5+ years of customer service/call center/contact center management experience, with additional years of hands-on customer service or experience with customers
• Proficient with MS Office or Google Workspace. Familiarity with the implementation of a ticketing platform (Zendesk, Freshdesk, etc.) and call/email routing setup
• Strong ability to manage remote productivity levels and quality of customer service function, and deep dive into analysis to guide those decisions
• Demonstrated positive, mentoring style of leadership and ability to create a culture virtually
• Excellent conflict management skills for the purpose of resolving escalated employee and member complaint issues
• Self starter mentality with experience pivoting strategy and priorities
• Experience with seniors/older adults, technology or startups a plus

This Job is Right For You If:

• You do NOT want to run a “typical call center” with a minute by minute mentality that simply answers the question asked in a scripted manner, but instead want to focus on driving member engagement/experience
• You’re passionate about the mission of reducing loneliness and/or social isolation with seniors/older adults, and you care about building a team environment that is positive and motivating to support our senior population

Recruiters

This position is open to direct applicants only. SecureSeniorConnections® is not accepting unsolicited resumes or contact from staffing agencies and/or recruiters.

EEO Statement

SecureSeniorConnections, LLC is an equal opportunity employer, dedicated to a policy of non-discrimination. The Company does not discriminate in hiring, recruiting or employment on the basis of age, sex, color, race, creed, national origin, religion, marital status, gender, sexual orientation, veteran status, ancestry, alienage, political belief, disability or handicap, familial status, atypical hereditary cellular or blood trait, genetic information, or any other characteristic protected by applicable federal, state or local laws. SecureSeniorConnections, LLC also provides reasonable accommodations to qualified individuals with disabilities in accordance with the requirements of the Americans With Disabilities Act and applicable state and local laws. SecureSeniorConnections, LLC will only employ United States citizens or permanent residents.

Pre-Employment Notice

A drug-free and alcohol-free workplace is vital to SecureSeniorConnections®, workplace safety, the quality of our services, and the productivity of our employees. All applicants are required to undergo testing for illegal drugs in accordance with laws specific to the prospective employees' residence following a conditional offer of employment.