Customer Experience Supervisor

About Serenity Healthcare

Serenity Healthcare is dedicated to revolutionizing mental wellness by providing innovative, FDA-cleared treatments backed by evidence to help patients reclaim their lives when other options have not succeeded. Our mission centers on hope, healing, and achieving tangible outcomes.

Role Overview

We are seeking a Customer Experience Supervisor to lead our call center team in Sandy Springs, GA. This role involves being the compassionate first point of contact for patients, overseeing daily operations, and inspiring the team to maintain exceptional patient support standards.

Key Responsibilities

• Lead a highly effective team providing concierge-level assistance to patients.
• Provide intentional coaching focused on accountability, honest feedback, and team member growth.
• Manage escalated calls with empathy and prioritize solutions.
• Utilize performance data to enhance team productivity and outcomes.
• Ensure adherence to premium service standards that positively affect patient experiences.

Candidate Requirements

• At least one year of experience supervising customer service teams.
• Background in call center environments is strongly preferred.
• Deep passion for supporting both patients and team members.
• Proven success in achieving targets and improving team performance.
• Strong communication skills and confident decision-making capability.
• Ability to remain composed under pressure and adapt swiftly.
• A results-oriented mindset committed to continuous improvement.

Benefits and Work Culture

• Engaging culture focused on excellence, development, and genuine impact.
• Competitive salary commensurate with experience.
• Significant opportunities for career advancement within a rapidly growing organization.
• Comprehensive benefits covering 90% of medical, dental, and vision expenses.
• 401(k) plan to support your financial future.
• Generous paid time off including 10 PTO days plus 10 holidays, increasing to 15 PTO days after the first year.
• Referral bonuses for bringing talented individuals into our mission-driven team.

Additional Information

Employment offers are contingent upon passing a criminal background check and drug screening. We welcome applicants from diverse backgrounds and are an equal opportunity employer.