Customer Success Supervisor

Paynela’s mission is to rethink affordability, providing patient access to medications, treatment, and care by removing financial barriers. Our AI-powered products deliver innovative, transparent, and patient-centered solutions that empower individuals to manage costs confidently. By leveraging technology and deep market expertise, Paynela revolutionizes the patient experience and helps everyone maximize their healthcare resources.

We’re driven by our core values:

• Disruptive
• Transparent

Join a team dedicated to rethinking affordability and revolutionizing the patient experience.

The Customer Success Supervisor in partnership with management is responsible for the leadership of a team of support specialists in the pharmaceutical hub environment. They are accountable for delivering on all contractual service level agreements to support customer/client satisfaction. Works with Leadership to develop policies, procedures and the business work plan for assigned programs.

• Oversee the support specialists’ team responsible for the direct support of customers and clients.
• Monitors and reports on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures.
• Supervises program(s) per the scope of work, program business rules and
• standard operating procedures.
• Day to day contact with clients and management team as needed for issue resolution.
• Participates in the analysis and creation of client reports and other deliverables,
• as applicable.
• Partners with program management team on internal and external customer Monthly/Quarterly Business Reviews.
• Works with manager to analyze the program(s)' operations and efficiency
• Acts as a liaison across the organization to research and resolve client and customer issues.
• Collaborates with leadership in creating SOPs, project specific procedures and training materials including maintenance of the documents/processes.
• Contributes to strategic and business planning for the program(s) by participating in planning activities, identifying project initiatives and operational issues, coordinating research, and developing recommendations based on that research.
• Participate in interviewing prospective employees, evaluating current employees, and mentoring and training employees as needed.
• Other duties as assigned.

• Driven by self-motivation, proactive, and focused on details and results
• Demonstrated interpersonal, customer relations, and communication skills with the ability to use discretion when discussing confidential personnel or consumer-related issues
• 3
  -5 years’ relevant experience related to healthcare or pharmaceutical support and particularly in overseeing personnel
• Proficiency in Microsoft Suite programs
• Ability to work cross-functionally, to proactively communicate and to resolve issues with the highest sense of urgency
• Highly developed written communication and documentation skills to develop program materials, program specific procedures, and application requirements

• 8-hour shift
• Monday to Friday

Full-time