Associate Director/Director, Member Support
Posted on: November 18, 2021
Associate Director/Director, Member SupportLocation: Remote role
- ideally based in Northeast Region (NY, NJ, CT, MA, RI, NH). Will
consider FL and GA as well.
The Associate Director/Director of Tier 1 Member Support is
responsible for building out and managing a Tier 1 member support
function dedicated to working with older adults and seniors located
across the United States. The Member 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 v. a
"scripted" approach, who has experience managing and motivating a
remote team of agents, and managing an external vendor for overflow
capacity. At this point we are unable to sponsor visas.
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
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.
- Practicing and teaching customer service, in a unique
human-centered and empathetic way- while balancing productivity
metrics - for a fully remote Tier 1 member support team (
- Collaborating with VP of Operations to build out Tier 1 member
support function and supporting VP in overseeing the operations and
- Building new SLA's, new processes and best practices for a
contact center and/or continually improving upon existing ones
- Supervising all tasks involved in running a 24/7 contact center
(calls and emails) by actively monitoring and managing performance
/ productivity / staffing levels of dedicated remote agents during
- Managing outsourced overflow/weekend tickets (particularly
during peak activation/enrollment times)
- Training of new agents and active coaching/management of
onboarded agents to provide high-quality member support (basic
technical support/troubleshooting, enrollment/activation,
- Collaborating with Tier 2 Member Support to escalate issues to
appropriate team (e.g. bugs)
- Supporting VP of Operations in sharing the voice of the member
with product and engineering organization
What You Bring to the Table:
- -5+ years of call center/contact center/customer service
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 (e.g. 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
- 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
- Experience with seniors/older adults and technology 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
- 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
This position is open to direct applicants only.
SecureSeniorConnections--- is not accepting unsolicited resumes or
contact from staffing agencies and/or recruiters.
EEO StatementSecureSeniorConnections---, 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 intends to employ only individuals
who are lawfully authorized to work in the United States.
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.
Keywords: SecureSeniorConnections, Hartford , Associate Director/Director, Member Support, Executive , Hartford, Connecticut
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