GHX
Healthcare
SupervisorCustomerSupport
“Supervisor - Customer Support at GHX. Skills: Customer support, Process management, Supervisory role. Provide support via phone, email, and on site. Monitor quality metrics and implement resolutions”
What You'll Achieve.
Excellent customer service; Customer satisfaction; Performance excellence; Increase adoption of GHX’s recommended practices; Increase customer efficiency and product value; Increase engagement of the customer; Quality assurance
Industry & Context.
Critically think to resolve technical problems; Ability to identify and solve internal and customer problems; Proven ability to identify and solve problems
Travel may be required (up to 10%)
What They're Looking For.
Must Have
2 years of direct experience within the healthcare and/or supply chain industries, 4+ years of professional experience, 2 years of experience in a team-oriented supervisory role or an equivalent leadership capacity, 2+ years of experience in areas such as project management, customer success, training, and/or customer service, Proficiency in Microsoft Office applications, with advanced knowledge of Excel, Ability to monitor & evaluate performance using KPIs not limited to CSAT, Occupancy, Shrinkage, Attrition, Productivity, Quality etc., Bottom Quartile Management, Employee Satisfaction, Ability to work with little direction or guidance, Salesforce knowledge or a relatable CRM tool (Zendesk), Webinar and other live training experience, Ability to identify and solve internal and customer problems and increase customer efficiency and product value, Proven ability to identify and solve problems and increase efficiency and product value, Ability to locate areas of cost-saving enhancements or product improvements for a given product or service, Ability to participate and provide constructive feedback in developmental meetings with customers and GHX executives
Nice to Have
Prior experience within Supply Chain, MedTech – SaaS, Healthcare Revenue Cycle Management (RCM), Procurement, Material Management, or Customer Operations departments, Product knowledge of GHX products or relatable supply chain experience
What You'll Do.
Provide support via phone
Monitor quality metrics and implement resolutions
Escalate when appropriate
Create projects and process efficiencies
Provide clear instructions to Analysts
Demonstrate effective time management
Develop resource materials
Mentor direct reports
Improve self and team work ethic
Oversee customer activity and account health
Resolve technical problems
Coordinate launch schedules
Raise staffing needs to management
Identify and develop new system enhancements
Execute performance action plans
and communicate process
Maintain a high performing team
Analyze process for improvement
How You'll Work.
Team & Collaboration
Work cross-functionally when needed; Coordinate launch schedules; Communicate established process to team members and management; Provide constructive feedback in developmental meetings
Communication Scope
Clear and effective verbal and written communication
Process & Methodology
Organizational and project management skills, Demonstrated project management abilities
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