Customer Experience Supervisor

About Serenity Healthcare

Serenity Healthcare is dedicated to transforming mental wellness by empowering patients through innovative, FDA-cleared technologies and evidence-based treatments, especially for those who have not found success elsewhere. Our mission centers on providing hope, healing, and meaningful outcomes.

Role Overview

As a Customer Experience Supervisor based in Fort Worth, TX, you will lead a call center team that serves as the initial supportive voice for our patients. Your leadership will foster an environment characterized by compassion, organization, and confidence to ensure every caller experiences respect and care.

Key Responsibilities

• Direct and manage a high-achieving team delivering concierge-level patient support.
• Provide intentional coaching focused on accountability, constructive feedback, and personal development.
• Address escalated calls with empathy and a solutions-oriented approach.
• Utilize performance data to enhance team effectiveness and achieve results.
• Maintain exceptional service standards that impact patients positively.

Candidate Profile

• Minimum of one year experience in supervising customer service teams.
• Prior call center experience is highly favorable.
• Strong passion for helping both patients and colleagues.
• Demonstrated history of meeting targets and enhancing team performance.
• Excellent verbal communication and confident decision-making skills.
• Ability to remain composed under pressure and adjust to changing situations rapidly.
• Orientation towards achieving results with continuous improvement focus.

Employee Benefits and Culture

• Engaging culture emphasizing excellence, growth, and impactful work.
• Competitive salary commensurate with experience.
• Opportunity for significant career advancement within a growing organization.
• Comprehensive benefits covering 90% of medical, dental, and vision insurance.
• 401(k) retirement plan to secure your financial future.
• Generous paid time off including 10 PTO days plus 10 paid holidays, increasing to 15 PTO days after the first year.
• Referral bonuses to reward bringing talented individuals to our team.

Additional Information

Serenity Healthcare is an equal opportunity employer committed to diversity. Employment is contingent upon passing a criminal background check and drug screening.