🛠 Tech Stack

💼 About This Role

You'll lead shift operations in a 24/7/365 support environment, coaching a small team of agents to deliver consistent, high-quality service. You'll play a key role in maintaining service levels and customer experience during your assigned hours. This role combines hands-on leadership with operational oversight at a leading health IT company.

🎯 What You'll Do

• Monitor intraday performance and adjust priorities to maintain service levels.
• Provide real-time coaching, queue management, and escalation support.
• Conduct weekly 1:1 coaching sessions with assigned agents.
• Document key updates and issues for smooth shift transitions.

📋 Requirements

• 2+ years of experience in a support center or contact center environment.
• Experience with workforce management tools and/or ticketing systems preferred.
• Strong real-time decision-making skills.
• Prior coaching and/or leadership experience.

✨ Nice to Have

• Experience with Zendesk, Five9, or equivalent.
• Familiarity with healthcare or health IT environment.

🎁 Benefits & Perks

• 💰 Competitive salary of $65,000 USD per year.
• 🏖️ Shift differential for evening and overnight shifts.
• 📈 Growth opportunities in a mission-driven team.
• 🏥 Health IT impact in a leading company.

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Team interview· 45 min