🛠 Tech Stack

💼 About This Role

You'll lead a team of 12-15 Technical Customer Care representatives at HHAeXchange, the leading homecare technology platform. You'll own day-to-day operational health and SLA performance, while coaching and developing staff. This role requires on-site presence 5 days per week in Bloomington, MN.

🎯 What You'll Do

• Lead, coach, and develop Technical Customer Care staff through 1:1s and feedback.
• Monitor ticket queue performance, SLA adherence, and workload balancing.
• Serve as primary escalation owner for complex customer issues.
• Analyze operational metrics and implement corrective action plans.

📋 Requirements

• 3+ years managing a technical customer care team.
• Excellent customer service and communication skills.
• Proficiency in Salesforce.
• Ability to work assigned shifts including Saturday or Sunday.