Supervisor, Customer Support

The Customer Support Supervisor plays a critical role in leading a team of agents responsible for delivering timely, accurate, and empathetic support across all customer segments. This role is accountable for the daily operations of the support team, ensuring service level targets are met while fostering a high-performance, customer-focused culture.

As a frontline leader, you will coach and develop agents, manage escalations, and work cross-functionally to resolve complex issues and improve support workflows. You will monitor team performance, implement quality standards, and champion a consistent, high-quality customer experience across channels, including phone, chat, and email.

This role requires strong communication, operational leadership, and a passion for helping teams thrive in a fast-paced SaaS environment.

• Lead, coach, and develop a team of Customer Support agents to deliver exceptional service across all interaction channels, ensuring consistent communication, engagement, and performance.
• Foster a high-performance team culture by delivering regular 1:1s, feedback, and recognition, while proactively addressing behavior, attendance, or performance issues in alignment with company and regulatory policy.
• Mentor agents on complex SaaS product troubleshooting, guiding root cause analysis and case resolution while reinforcing product knowledge and technical acumen.
• Ensure timely, accurate, and empathetic resolution of customer inquiries while maintaining alignment with SLAs, SOPs, and quality standards.
• Monitor daily operations and team performance to drive achievement of Support KPIs and broader organizational goals.
• Conduct regular quality audits, provide actionable feedback, and implement coaching plans to reinforce high standards of service and technical expertise.
• Partner with Training, Workforce Management, and Peer Support teams to ensure staff are equipped with knowledge, tools, and capacity to succeed.
• Collaborate cross-functionally with internal teams to resolve complex issues and drive continuous improvement in the customer experience.
• Contribute to workforce planning, hiring, onboarding, and performance management, promoting internal mobility and professional growth.
• Promote a high-performance, inclusive team culture that reflects Tebra’s values and supports employee engagement and retention.
• Maintain a working knowledge of product functionality, system workflows, and customer use cases to effectively guide team members and contribute exactly when needed.
• Analyze trends and performance data to proactively adjust workflows, coach teams, and identify opportunities for automation or process improvements.
• Develop emerging leaders within the team by providing stretch opportunities, delegation of responsibilities, and structured mentorship.
• Serve as a culture ambassador, reinforcing operational excellence, accountability, and collaboration in every customer and internal interaction.
• Ensure team adherence to regulatory requirements (e.g., HIPAA) and internal compliance standards when handling sensitive customer data, escalating any identified risks or breaches appropriately.

• 2 years of Supervisory experience in a contact center or similar environment.
• Experience in SaaS, healthcare technology, EHR, and/or medical billing support strongly preferred.
• Strong knowledge of support operations, case/ticketing systems (e.g. Salesforce), and communication tools (e.g. Slack).
• Working understanding of HIPAA and other relevant healthcare compliance standards.
• Proven ability to coach and develop high-performing teams in a fast-paced, metric-driven environment.
• Demonstrated success driving performance, quality, and customer satisfaction through KPIs and process improvement.
• Excellent communication skills (written and verbal) in English; bilingual English/Spanish a plus.
• Comfortable working cross-functionally with internal teams such as QA, Training, WFM, Engineering, and Product.
• Strong problem-solving, conflict resolution, and critical thinking skills.
• Flexibility to support teams across multiple time zones if needed.
• Project management or change management experience is a strong plus.
• Associate's degree in business, healthcare administration, or related field, or equivalent experience.

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra. 

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

We get to know our customers - and their patients - and look at the world through their lens.

Healthcare is too complex. We aim to simplify it for everyone.

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

We are diverse, humble, and collaborative. We put the team first and win together.

Life is short and joy is underrated. We take time to have fun and celebrate success.

To assist with all of life’s needs, Tebra also offers a wellness and childcare subsidy and a University/Education discount! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

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