Customer Support Supervisor

Location: New York

## Customer Support Supervisor Apply locations:
US NY - Latham time type:
Full time posted on:
Posted Yesterday job requisition :
JR26-0913

It's fun to work in a company where people truly BELIEVE in what they're doing!
* We're committed to bringing passion and customer focus to the business.
* Public Partnerships LLC (PPL) provides helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and “self-direct” their care. Known as consumer direction in New York, this long-term care model empowers people to take control of who provides their services and where. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025.

We will, along with a diverse alliance of service partners across the state, support the delivery of culturally sensitive and disability competent care to CDPAP participants. We are looking for people who share our passion for helping New Yorkers live happy, healthy, and independent lives to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions.

Our culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve.

Learn more about PPL and CDPAP at
** This role will be working onsite at our Latham, NY office.
**** Job Summary
** The Customer Support Supervisor is responsible for overseeing the day-to-day operations of the customer support team, ensuring that high standards of customer service are met. This role involves managing a team of customer support agents, providing coaching and support, addressing complex client concerns, and maintaining a positive and productive team environment. The Customer Support Supervisor plays a key role in delivering excellent service to clients while ensuring that team performance aligns with company goals.
** Duties & Responsibilities
**** Leadership & Team Management
*** Oversee a team of customer support agents, providing guidance, coaching, and feedback
* Conduct regular performance reviews and support ongoing development
* Assist in onboarding and training new team members
** Performance Management & Accountability
*** Monitor and evaluate team performance against KPIs and service standards
* Ensure high levels of performance, productivity, and service quality
* Use data and metrics to drive accountability and improvements
** Customer Experience & Escalation Management
*** Handle escalated customer inquiries, concerns, or complaints
* Ensure timely, effective resolutions with a focus on customer satisfaction
* Advocate for clients and ensure their needs are addressed
** Process Improvement & Operational Excellence
*** Identify opportunities to improve processes, workflows, and tools
* Implement changes to increase efficiency and client satisfaction
* Ensure adherence to quality, professionalism, and compliance standards
** Workforce Planning & Scheduling
*** Assist in scheduling and staffing to meet service demand
* Ensure adequate coverage and operational efficiency
** Data Analysis & Reporting
*** Generate reports on team performance, customer feedback, and KPIs
* Analyze trends and provide insights to leadership
** Cross-Functional Collaboration
*** Partner with Operations, Enrollment, Compliance, and other teams
* Align on client needs and improve the overall customer experience
** Requirements:
*** Proven ability to lead, motivate, and coach a team to deliver exceptional customer service.
* Strong ability to handle complex customer issues, providing effective and efficient resolutions.
* Excellent verbal and written communication skills with the ability to interact professionally with clients and team members.
* Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.
* A passion for delivering exceptional service and ensuring client satisfaction.
* Understanding of industry regulations and best practices…