Supervisor, Support

Qualifacts

Vadodara, India
Fully remote
Supervise support specialists
Manage schedules and pto
Oversee case queue management
Qualifacts is a leading provider of behavioral health software and SaaS solutions, enabling exceptional outcomes for its customers

Job Summary

  • Qualifacts is a leading provider of behavioral health software and SaaS solutions, enabling exceptional outcomes for its customers.
  • Responsibilities include supervising a team, managing case queues, providing front-line support, and analyzing team metrics to drive improvements.
  • This is an onsite position in the Vadodara office, working the NIGHT SHIFT from 6:30pm-3:30am IST.

Matching Summary

Qualifacts is a leading provider of behavioral health software and SaaS solutions, enabling exceptional outcomes for its customers.

Skills & Requirements

Must-have

  • Supervise support specialists
  • Manage schedules and PTO
  • Oversee case queue management
  • Monitor daily KPIs and SLO/SLA
  • Act as point of escalation
  • Analyze team metrics and propose improvements
  • Onsite, night shift work

Nice-to-have

  • Build strong customer relationships
  • Ensure SOP adherence and documentation
  • Lead readiness and change events
  • Improve case hygiene and knowledge base

Key Requirements

  • 3 years of experience in customer support
  • Lead or supervisory experience preferred
  • Onsite, 5 days/week, night shift

Work Rights

Not specified

Tailored Resume

Cover Letter