Customer Support Supervisor

Why Work Here

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

Job Description

The isolved Customer Support Supervisor will assist in the daily operations of the Customer Support Department. The Supervisor will provide day-to-day coaching, guidance and leadership to the Customer Support staff. The Supervisor will also assist in developing, deploying and maintaining standard operating procedures to meet the company's mission, vision and values regarding customer support.

Core Job Duties

• Provide day to day direction and support to Customer Support team members, including prioritizing and organizing workloads.
• Assist in ongoing education and training for the services provided by isolved benefits services.
• Support staff on the processes necessary for administering services and maintaining compliance.
• Work with staff on proper use of tools and equipment within the facility including computer applications and telecommunication systems.
• Monitor and coach staff for development and progress against Performance Plan & Review documents.
• Work with staff to improve understanding of duties and build relationships with internal and external customers.
• Assist Customer Support Manager and other members of management as required and performs all other job-related duties as assigned.

Minimum Qualifications

• Strong leadership and interpersonal skills, flexibility, and customer service oriented.
• Possess strong communication skills to include written, verbal, listening, and basic instructional skills.
• Strong knowledge of computer software applications (i.e., Microsoft Outlook, Explorer, Word, Excel, and PowerPoint).
• Strong organization and prioritization skills
• Ability to work independently and in a team environment.
• Ability to carry out instructions furnished in written, verbal, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Knowledge in dealing with Benefit Administration (i.e., COBRA, FSA, HRA, and HSA).
• High school diploma or general education degree (GED); and 1 to 3 years related experience and/or training; or equivalent combination of education and experience. Bachelors' degree preferred.
• Previous supervisory experience preferred.

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

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