HHAeXchange
Supervisor, Technical Customer Care
Minneapolis, Minnesota · Full-time
Sponsorship not specified$12k-$15kDetected 130 days ago
Customer SupportLeadershipCommunicationCollaborationMentoringOrganizational Skills
About the role
- An employee's exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.
- HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.
- HHAeXchange is an equal-opportunity employer.
Responsibilities
- Lead, coach, and develop Technical Customer Care staff through regular 1:1s, real-time feedback, and targeted performance improvement plans, ensuring individual performance aligns with operational goals.
- Deliver performance evaluations and manage corrective action processes, ensuring consistency, fairness, and alignment with company policy.
- Work with Quality Assurance to understand technical support representative opportunities for improvement and address through on-going coaching and performance development.
- Maintains familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas.
- Collaborate with senior leadership to define key success metric and drive department-wide performance.
Compensation
- The base salary range for this US-based, full-time, and exempt position is $75,000-$80,000, not including variable compensation.
Benefits
- Own day-to-day operational health of Technical Customer Care, including ticket queue performance, backlog levels, SLA adherence, and real-time workload balancing across the team.
- Monitor, analyze, and report on operational performance metrics (queue health, backlog trends, escalation rates, SLA compliance), identifying risks and implementing corrective action plans.
Visa & Work Authorization
- sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law
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This listing is sourced directly from HHAeXchange's careers page and normalized into a canonical job model.