Customer Support Supervisor

Location: Latham

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  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 KPIsAnalyze 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 related to customer service in healthcare or home care services is a plus.

Comfort with using CRM systems, scheduling tools, and other customer service technologies.

Qualifications:

Education:

High school diploma or equivalent required;…