Customer Care Supervisor (Monday - Friday | 9am - 6pm CST)

Career-defining. Life-changing.

At iRhythm, you'll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what's possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career

About This Role:

Job Overview
The Customer Care Supervisor is responsible for overseeing the daily operations of a team of Customer Care Advocates (CCAs) in iRhythm's Contact Center. This supervisory role supports the team in delivering high-quality, efficient service to customers, including accounts, patients, and internal business partners. Key responsibilities include providing guidance and coaching, monitoring work queues, and assisting in continuous improvement initiatives to optimize team performance and workplace morale.

Responsibilities

• Team Supervision: Lead a team of Customer Care Advocates handling inbound and outbound customer inquiries from accounts, patients, and internal partners.

• Daily Operations Management: Oversee the day-to-day operations of the Contact Center, including real-time staffing, managing work queues (e.g., calls, email requests, device returns), and ensuring efficient response times.

• Employee Engagement & Development: Conduct monthly 1:1 meetings and quarterly goal reviews, ensuring documentation of ongoing feedback, development, and performance alignment. Foster a positive work environment through workplace initiatives that promote employee engagement and retention.

• Process Improvement: Continuously evaluate and suggest improvements for contact center processes and workflows to increase efficiency.

• Performance Monitoring: Track and document team performance, providing feedback to ensure standards for quality and timeliness are met.

• Project Involvement: Participate in projects that support customer care and process improvement initiatives, with a focus on delivering enhanced customer experiences.

• Workplace Culture: Contribute to a positive team environment by supporting programs that promote engagement and a healthy workplace.

• Bachelor's degree or equivalent experience in customer service or a related field

• 3+ years of experience in a customer service in a high contact center environment

• 1+ years of team leadership or supervisory experience

• Basic knowledge of Contact Center tools (CRM, workforce management, and telephony systems)

• Strong communication skills and a customer-oriented approach

• Problem-solving abilities with attention to detail

• Flexibility and adaptability to work effectively in a fast-paced environment

• Background or experience in healthcare or life sciences

• Proficiency in Salesforce (SFDC) reporting and analytics, with strong command of Microsoft Office suite (Word, Excel, PowerPoint)

• Experience supporting process improvement projects in a customer service setting