Customer Support Supervisor, Account Liaison

Account Liaison Supervisor

At Caris, we understand that cancer is an ugly worda word no one wants to hear, but one that connects us all. That's why we're not just transforming cancer carewe're changing lives.

We introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting-edge molecular science and AI, we ask ourselves every day : "What would I do if this patient were my mom?" That question drives everything we do. But our mission doesn't stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcaredriven by innovation, compassion, and purpose.

Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins.

Position Summary

The Account Liaison Supervisor position is responsible for hiring team members, managing performance, and ensuring that daily and monthly service expectations are met. This position provides direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs. This position is responsible for monitoring customer service standards. The Account Liaison Supervisor assists the Customer Support Management with the daily operations of the group. This position carries out supervisor responsibilities in accordance with organization policies, standard operating procedures, and applicable laws.

Job Responsibilities

• Supervises a team of up to twelve account liaisons or specialist roles.
• Supervises day-to-day activities of team of account liaisons, including management of test requisitions, customer phone calls, specimen ordering, and discrepancy management.
• Meets all deliverables and goals set by senior leadership, including the management of key performance indicators.
• Ensures the needs of clients, patients, field staff, and laboratory are appropriately addressed by prioritizing work for the staff, as needed.
• Hires and onboard team members with required system and hardware access for training.
• Works closely with the department trainer for new and refresher training.
• Investigate and resolve escalated and complex customer issues and problems, identifying areas of customer satisfaction and dissatisfaction.
• Provides regular feedback and completes monthly one-on-ones with all account liaisons on their performance. Quickly identify areas of improvement and strength, wins and recognition.
• Manages performance accountabilities for individual team members and team using a balanced approach and capture feedback in Workday.
• Collaborates with senior management and human resources as it relates to team member challenges dealing with performance issues and behavior.
• Ensures adequate support coverage by managing adherence to work schedules fully utilizing daily management reports / tools.
• Mentors, coaches, and address developmental opportunities and disciplinary issues on the team. Implement corrective action and further development plans as necessary. Uses motivational techniques to assist team members in maintaining and exceeding standards.
• Conducts reviews on work and determines additional training and coaching that may be required due to the results of the audit, including providing recommendations, guidance, and implementing solutions to improve results.
• Supports new technologies as a tool for driving increased efficiency and stronger results.
• Conducts regular team meetings. Attend applicable department / management meetings. Keep the team informed of new processes and general updates.
• Works collaboratively to solve problems and participate cross functionally with other teams.
• Maintains a high level of confidentiality to protect the concerns of the company and employees.
• Provides strong, consistent leadership and direction to the team, translates company and department vision into measurable goals and objectives for the team and helps team members understand how they contribute to Caris' success.
• Serves as a role model for staff, maintaining a professional, positive work environment that promotes a high-performance environment.
• Accepts other duties as assigned.

Required Qualifications

Preferred Qualifications

Physical Demands

Training

Other

Conditions of Employment : Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check (applicable for certain positions) and reference verification.