Customer Care Supervisor

Role overview

iRhythm Technologies is looking for a Customer Care Supervisor to lead a team of Customer Care Advocates, Advanced Customer Care Advocates, and Senior Customer Care Advocates. This position plays a key role in coaching the team, strengthening performance, and helping deliver strong service outcomes in a fast-moving, collaborative environment.

The role requires hands-on leadership, sound judgment, and the ability to think critically when handling complex issues, documenting findings, and building practical solutions. The supervisor also helps keep the team aligned, communicates across groups, and supports continuous improvement across customer care operations.

What you'll do

• Lead a team that handles calls from accounts, patients, and internal business partners.
• Coach team members through regular, constructive feedback so they can meet or exceed quality and service goals.
• Step in to handle calls or tickets when volume requires backup support.
• Review attendance, timesheets, and performance data to maintain accountability.
• Run live call listening, monitoring, and calibration sessions with staff.
• Oversee daily call center activity and monitor queues such as inbound calls, device returns, email requests, and outbound calls.
• Audit queue work to confirm accuracy, quality, and timely completion.
• Manage escalations across channels and levels.
• Review current processes and suggest better ways to improve efficiency through process or technology changes.
• Support performance management for the customer care team.
• Contribute to specialty areas such as training, quality, or new process development when needed.
• Work with other department leads and contacts to coordinate priorities.
• Hold monthly one-on-one meetings with advocates and document ongoing support and progress.
• Complete quarterly goal reviews using the standard documentation process.
• Ensure 85% of agents are meeting their individual metrics.
• Register for the Ignite Leadership class within 6 months and complete it within the first 12 months.
• Coordinate with the broader supervisor group on weekly communication plans for the team.
• Provide other customer care support as needed, including calls, ticket/email resolution, and related tasks.

Qualifications

Internal candidates should have 24 to 36 months of experience in a customer care advocate role with continued growth, plus a bachelor’s degree or an equivalent mix of education and experience. External candidates should bring 3 to 5 years of customer service leadership experience, preferably in a healthcare or medical sales environment that is not insurance-based, along with a bachelor’s degree or an equivalent combination of education and experience.

All candidates must be strong communicators in both spoken and written English, be comfortable in a fast-paced and changing environment, and demonstrate leadership, professionalism, patience, strong quality standards, and good independent judgment. Experience with Salesforce CRM or a similar system and proficiency in Microsoft Word, Excel, and PowerPoint are required. Familiarity with data analysis, multitasking, and handling stressful situations is valuable.

Work location and travel

This is a remote role based in the United States. Travel to IRC locations may be needed during the year, with advance notice provided. For external candidates, attendance for those travel requests will be mandatory.

Compensation

The estimated annual pay range for this role is $70,000 to $88,000. Final compensation may differ based on relevant knowledge, skills, experience, and work location.

Equal opportunity and accommodations

iRhythm Technologies states that it maintains an inclusive workplace and considers all qualified applicants, including individuals with arrest and conviction records where permitted by law. Reasonable accommodations are available for qualified individuals with disabilities during the application process.

If accommodation is needed for the online application process, candidates may contact taops@irhythmtech.com.

About iRhythm Technologies

iRhythm is a digital healthcare company focused on detecting, predicting, and preventing disease through wearable biosensors, cloud-based analytics, and proprietary algorithms. Its vision is to deliver better data, better insights, and better health for all.

Fraud notice

Applicants should be aware that impostors may try to pose as iRhythm employees or create fake job postings. Legitimate communication about the hiring process will come only from an @irhythmtech.com email address, and formal written offers will also be sent from an @irhythmtech.com address. If there is any concern about authenticity, candidates can contact taops@irhythmtech.com for confirmation.