Customer Support Supervisor

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 https://pplfirst.com/cdpap 

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 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; associate or bachelor’s degree preferred, professional experience in a related field may be considered in lieu of formal degree.

• Experience: 2+ years of experience in customer service or client support, with at least 1 year in a supervisory or leadership role. 

Compensation: $60,000 - $70,000 annually

Supervisory Responsibility: 10-12 direct reports

Working Conditions: On-site in Latham, NY

Schedule: Monday–Friday with occasional evening hours and rotating Saturdays.

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified 

PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.