Customer Support Manager

Job Overview

Arcaris Health Group is seeking a dedicated and compassionate Customer Support Manager to lead our client support team. Based in our New York, New York, United States office, this Full-Time role is pivotal to our mission. At Arcaris Health Group, we believe that every individual deserves to receive high-quality, compassionate home health care. We help our clients navigate the ageing process without feeling overwhelmed and are committed to treating them with respect, dignity, and kindness. The ideal candidate will be a natural leader who can inspire their team to deliver an exceptional standard of service, ensuring our clients and their families feel supported and valued at every stage of their journey with us.

Responsibilities

* Lead, mentor, and develop the customer support team, fostering a collaborative and positive work environment.
* Develop and implement effective customer service policies, procedures, and standards to enhance the client experience.
* Handle complex and escalated client enquiries and complaints with empathy, professionalism, and a focus on resolution.
* Set clear team objectives and performance metrics, monitoring progress and providing regular feedback and coaching.
* Analyse customer interaction data and feedback to identify trends and opportunities for service improvement.
* Collaborate with clinical and operational teams to ensure a seamless and integrated approach to client care.
* Organise and facilitate ongoing training for the support team to improve their skills and knowledge of our services.
* Prepare and present reports on team performance and client satisfaction to senior management.

Qualifications

* Proven experience in a customer support management or team leadership role.
* Exceptional leadership, coaching, and team-building skills.
* Outstanding verbal and written communication abilities, with a talent for clear and empathetic interaction.
* Strong problem-solving and conflict-resolution skills, with the ability to handle sensitive situations with grace and professionalism.
* A genuine passion for helping others and an alignment with our company values of respect, dignity, and kindness.
* Proficiency in using CRM software and other customer support tools.
* Excellent organisational and time-management skills, with the ability to prioritise tasks effectively.
* Experience within the healthcare, social care, or home health care sector is highly desirable.

Benefits

* A competitive salary and comprehensive benefits package.
* Generous paid time off and holiday entitlement.
* Opportunities for continuous professional development and career progression.
* A supportive and mission-driven company culture dedicated to making a positive impact.