Job Description

Job Description

We’ve partnered with a modern healthcare benefits company that’s redefining how organizations offer insurance through Individual Coverage Health Reimbursement Arrangements (ICHRAs). Their mission is to simplify employee benefits while empowering individuals to choose the plans that work best for their unique needs. By blending technology with personal support, they offer employers predictable costs and employees better health coverage without the complexity of traditional group plans. Rooted in values of hospitality, dependability, and energy, this is a high-growth team making meaningful change in the healthcare space.

We’re helping them hire a Call Center Manager to lead a growing customer support team focused on helping users navigate their healthcare coverage options. This role will be responsible for both daily operations and long-term strategy—managing team performance, scaling infrastructure, and improving processes across departments. Reporting to executive leadership, this person will ensure the support team is equipped, empowered, and aligned with organizational goals. It’s a great opportunity for a service-oriented leader ready to take ownership in a mission-driven, fast-scaling company.

REWARDS

• Base salary of $80,000
• Comprehensive medical, dental, and vision insurance
• 401(k) with company contribution
• Generous paid time off and holidays
• Opportunity to shape a department and grow into higher leadership

REQUIREMENTS

• At least 2–3 years of experience managing a call center or customer support team
• Proven ability to implement performance metrics and lead process improvement initiatives
• Experience in healthcare, billing, reimbursements, or insurance is strongly preferred
• Skilled at cross-functional collaboration and leveraging data to inform decisions
• Strong communication and leadership abilities with a high level of professionalism and empathy

RESPONSIBILITIES

• Provide strategic direction and daily oversight to a high-performing customer service team
• Develop and track KPIs to drive continuous improvement and customer satisfaction
• Partner with internal stakeholders to align support operations with broader company initiatives
• Lead hiring, onboarding, training, and professional development for team members
• Enhance tools, systems, and workflows to ensure scalable, efficient service delivery
• Uphold quality standards and compliance in line with healthcare regulations
• Navigate high-pressure situations calmly while maintaining service integrity

Emerge is committed to being an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other protected characteristic. In compliance with the Job Application Fairness Act, we ensure a fair and equitable recruitment process and provide necessary and reasonable accommodations. We value diversity and encourage individuals from all backgrounds and experiences to apply.

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