Job Description

The Healthcare Customer Care team plays an important role in helping customers get the support they need to use Inmar's products successfully. We're looking for a Supervisor who is passionate about developing people, delivering excellent customer service, and finding better ways to get things done.

This position leads a team of Tier 1 Customer Care Representatives, providing day-to-day guidance, coaching, and support while ensuring customers receive timely, accurate, and professional service. The Supervisor will also help prepare the team to support additional healthcare products and adopt new technology, including live messaging, AI-assisted support tools, and automation.

In addition to leading their own team, the Supervisor will work alongside other Supervisors and cross-functional partners to improve processes, strengthen employee capabilities, and help shape the future of Healthcare Customer Care.

What Success Looks Like

• Employees receive meaningful coaching and development opportunities, take ownership of their work, and continue building their skills and confidence.
• Customers consistently receive knowledgeable, responsive, and professional support that makes it easier to do business with Inmar.
• The team develops the knowledge and capabilities needed to support additional healthcare products without compromising service quality.
• New tools and technology are introduced successfully, with employees receiving the training and support needed to use them effectively and deliver a better customer experience.
• Processes are continually improved through collaboration with fellow Supervisors and cross-functional partners, making Customer Care more efficient and effective.

Primary Accountabilities:

Team Leadership and Development

• Lead and develop Customer Care Representatives through weekly 1-1 coaching, regular feedback, recognition, and meaningful conversations about their performance and professional growth.
• Establish clear expectations, reinforce accountability, and address performance concerns promptly while providing employees with the guidance and support they need to improve.
• Recognize individual strengths and create opportunities for employees to expand their knowledge, take on new challenges, and contribute to team improvements.
• Partner with Customer Care management on hiring, onboarding, performance evaluations, employee engagement, and retention.

Customer Experience and Operational Excellence

• Oversee daily Tier 1 operations, balancing staffing coverage, workloads, and service expectations to ensure customers receive consistent, dependable support.
• Help employees navigate challenging customer situations and ensure issues requiring specialized expertise are escalated to the appropriate teams with clear documentation and context.
• Work with Tier 2 support and other internal partners to understand recurring issues, close knowledge gaps, and improve the team's ability to resolve customer needs at the first point of contact.
• Review customer feedback, service quality, and operational performance to recognize what's working well and identify where the team can improve.

Transformation and Continuous Improvement

• Help lead the expansion of Tier 1 support across Inmar's Healthcare portfolio by coordinating product training, assessing employee readiness, improving workflows, and strengthening knowledge resources.
• Play an active role in introducing new customer service tools, including live messaging, AI-assisted support, and automation, while helping employees learn and adapt to new ways of working.
• Look for opportunities to eliminate unnecessary steps, address recurring problems, and improve processes so customers receive better service and employees can work more effectively.
• Work with fellow Supervisors to lead initiatives that benefit the broader Customer Care organization, sharing ideas, coordinating implementation, and promoting consistent practices across teams.

Capabilities You Bring on Day One

We're more interested in how you've demonstrated leadership and delivered results than in a particular job title, degree, or number of years of experience.

• Experience coaching, developing, and guiding others while building trust, encouraging accountability, and helping people succeed.
• Sound judgment and a genuine commitment to customer service, particularly when handling difficult situations or competing priorities.
• Strong communication and interpersonal skills, including the ability to listen, provide constructive feedback, address concerns directly, and maintain productive relationships.
• The ability to organize work, identify performance or process gaps, make informed decisions, and follow through on commitments.
• Curiosity and adaptability, with a willingness to learn new products and technology and help others become comfortable with change.
• The initiative to recognize opportunities for improvement and work collaboratively with others to turn ideas into meaningful results.

Experience in customer support, healthcare, pharmacy, technical support, or service operations can be helpful, but we're equally interested in candidates who have demonstrated these capabilities in other environments.

How We Work

Our Customer Success organization is focused on helping customers easily achieve value from Inmar's products. The six Inmar Standards guide how we approach that responsibility and how we work with one another.

• Customer First: We take time to understand what customers need and look for ways to make their experience easier. As a leader, that means helping employees see the impact their work has on the people we serve.
• High Challenge, High Support: We believe people do their best work when expectations are clear and they have the support to meet them. We provide honest feedback, invest in development, and address challenges rather than avoiding difficult conversations.
• Raising the Bar: We don't settle for doing things the way they've always been done. We encourage employees to share ideas, question inefficient processes, and help us improve.
• Learning in Action: We recognize that improvement comes from trying new approaches, listening to feedback, and learning from experience. We want leaders who are willing to learn alongside their teams and model a culture of learning.
• Seeking Truth Together: We value open communication and different perspectives. When something isn't working, we discuss it honestly, seek to understand the cause, and work together on a solution.
• Upholding Commitments: We take ownership of our responsibilities, communicate when challenges arise, and follow through on what we've agreed to do.

We expect our Supervisors to demonstrate these Standards in their own work and reinforce them through everyday conversations, coaching, recognition, and the example they set for their teams.

A Realistic Preview of the Role

Healthcare Customer Care is going through a period of meaningful change. We're expanding the number of products the team supports while learning a new contact center platform and technology that will change how we interact with customers. As we work through these changes, the Supervisor will need to stay closely involved in daily operations, helping employees navigate unfamiliar situations, identifying what isn't working, and making improvements along the way.

As the team builds its capabilities and becomes more comfortable with the new tools, our goal is for Supervisors to spend less time managing individual issues and more time coaching employees, improving processes, and leading initiatives across Customer Care. We're looking for someone who is comfortable working through change, enjoys developing people, and wants to play an active role in building a better experience for both customers and employees.

At Inmar, we put people first and that means empowering our associates to thrive at every stage of life and career. Our comprehensive and competitive benefits package is thoughtfully designed to support a wide range of lifestyles and life stages.

Eligible associates have access to:

• Medical, Dental, and Vision insurance
• Basic and Supplemental Life Insurance options
• 401(k) retirement plans with company match
• Health Spending Accounts (HSA/FSA)

We also offer:

• Flexible time off and 11 paid holidays
• Family-building benefits, including Maternity, Adoption, and Parental Leave
• Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning
• Wellness and Mental Health counseling services
• Concierge and work/life support resources
• Adoption Assistance Reimbursement
• Perks and discount programs

Please note that eligibility for some benefits may depend on your job classification and length of employment. Benefits are subject to change and may be governed by specific plan or program terms.

We are an Equal Opportunity Employer, including disability/vets.

Recruitment Fraud Notice: Recruitment fraud is an increasingly common scam where individuals pose as employers to offer fictitious job opportunities. Scammers sometimes impersonate Inmar recruiters on LinkedIn and other channels. We will never ask for payment or sensitive personal information during the hiring process. Verify any role on our official Workday Careers site and learn how to spot scams in our full notice.

This position is not eligible for student visa sponsorship, including F-1 OPT or CPT. Candidates must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.