Supervisor - Customer Support

Role Overview: You will be responsible for providing excellent customer service to both internal and external customers in the Support Operations position based in the Louisville office. Your role will involve support delivery, product education, process education, and career growth and development. You will lead the team to ensure customer satisfaction, oversee GHX Customer Support offerings, and report to the Manager, Operations Support. Key Responsibilities: - Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues. - Monitor the predetermined quality metrics of a customer and implement resolutions if metrics are below acceptable levels. Escalate when appropriate. - Proactively create projects and process efficiencies to constantly improve scalability, quality, and customer satisfaction. - Provide clear and actionable instructions to Analysts for daily tasks and project work. - Mentor team members, refine processes, and develop resource materials. - Mentor direct reports for career development and leadership skills. - Improve self and team work ethic through continuous coaching and education. - Demonstrate high-level oversight of customer activity and account health to increase adoption of GHX's recommended practices. - Coordinate launch schedules of assigned product offering base and raise staffing needs to management. - Assist with identification and development of new system enhancements to benefit department offerings. - Independently identify and execute performance action plans to increase engagement of the customer. - Maintain a high performing team and analyze process for areas of improvement and quality assurance. - Travel may be required (up to 10%). Qualifications Required: - Proficiency in Microsoft Office applications, with advanced knowledge of Excel. - Ability to monitor & evaluate performance using KPIs not limited to CSAT, Occupancy, Shrinkage, Attrition, Productivity, Quality, etc. - Ability to work with little direction or guidance. - Create outlines of projects and process documentation of GHX Support procedures. - Determined, detail-oriented, and proactive individual. - Strong accountability and integrity. - Strong customer support and management skills. - Clear and effective verbal and written communication. - Salesforce knowledge or a relatable CRM tool (Zendesk). - Webinar and other live training experience. - Ability to identify and solve internal and customer problems and increase customer efficiency and product value. - Proven ability to identify and solve problems and increase efficiency and product value. - Ability to locate areas of cost-saving enhancements or product improvements for a given product or service. - Ability to participate and provide constructive feedback in developmental meetings with customers and GHX executives. Company Details: GHX is a healthcare business and data automation company dedicated to enabling better patient care and maximizing savings in the healthcare community. Their mission is to reduce the cost of delivering healthcare and provide more operationally efficient healthcare supply chains. GHX operates in the United States, Canada, and Europe, employing more than 1000 people worldwide. (Note: The disclaimer section has been omitted as per the given instructions.),