Customer Support & Onboarding Supervisor

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

EZClaim and Eye Cloud Pro are innovative software solutions that streamline healthcare and optometry practice management. EZClaim offers robust medical billing and scheduling features for healthcare providers and medical billing companies, enhancing administrative efficiency. Eye Cloud Pro, tailored for optometrists, integrates EHR, POS, and practice management into a seamless cloud-based platform, improving patient care and operational workflows.

Job Summary:
The Support & Onboarding Supervisor is responsible for overseeing a team of dedicated customer support and onboarding representatives. This role involves providing coaching and mentoring to team members, handling escalated customer calls or cases, and ensuring adherence to customer service policies and procedures. The ideal candidate will collaborate with other departments to ensure a consistent and high-quality customer experience, maintain up-to-date knowledge of company products and services, and manage coverage for all support channels.

Primary Responsibilities:

• Oversee and manage a team of customer support and onboarding representatives.

• Provide coaching and mentoring to team members to improve their skills and performance.

• Handle escalated customer complaints and issues.

• Monitor adherence to customer service policies and procedures.

• Ensure the team is adequately staffed and trained to meet customer demand.

• Collaborate with other departments to ensure a consistent and high-quality customer experience.

• Maintain up-to-date knowledge of company products and services, ensuring that documentation is current.

• Manage coverage for all support channels (phones, cases, messaging, and other channels as needed).

• Assist with support and onboarding tasks as needed to ensure the team is meeting established SLA's.

• Conduct quality audits of all support and onboarding channels and provide coaching for improvement.

• Onboard new team members.

• Serve as the main point of contact for support with our integration partners.

• Partner with team leads and the client services manager to host engaging and informative weekly team meetings.

• Coordinate with Fullsteam Payment Services team regarding terminal updates and Pay support/policies.

Skills & Competencies:

• Strong communication skills

• Organization and time-management skills

• Proven experience in a customer support or onboarding role, with leadership experience.

• Excellent communication and interpersonal skills.

• Strong problem-solving abilities.

• Ability to inspire and lead by example.  Team leads must foster a positive work environment for their team members.

• Knowledge of customer service principles and practices.

Minimum Qualifications:

• 3-5 years previous customer-facing experience.

• 2 years of leadership experience.

• Experience with Salesforce Service Cloud is preferred.

• Previous experience in a SaaS environment.

• Excellent communicator, both oral and written.

• Experience working with healthcare practice management or payment processing solutions is a plus.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.