Support Center Shift Supervisor - US Remote

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OperationsShift SupervisorOperations Coordinator

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Quick Summary

Key Responsibilities

1 coaching sessions with a focus on performance trends, skill development, and engagement. Provide timely, constructive feedback to support growth and improvement.

Technical Tools

OperationsShift SupervisorOperations Coordinator

PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space. The company was founded in 1997 and has grown steadily since then, with a notable jump after several major acquisitions were announced in 2019. PerfectServe now has 400+ employees, 30,000+ customers — spanning medical practices, hospitals, and health systems — and $100 million+ in annual revenue.

PerfectServe’s mission is to accelerate speed to care by optimizing provider schedules and routing communications — including messages, pages, calls, and alerts — to the right place at the right time in any care setting. By facilitating real-time information sharing, building better schedules, and automating important clinical workflows, we believe we can help our customers advance patient care and improve the well-being of their clinicians.

Leading analyst firms like Gartner® and KLAS Research have consistently validated our approach:

In 2026, PerfectServe was named highest in execution and furthest in vision in the Gartner Magic Quadrant™ for Clinical Communication and Collaboration — the clear segment leader.
PerfectServe also received two Best in KLAS awards in 2026 — one for physician scheduling and another for ambulatory clinical communications. That makes for 11 Best in KLAS awards over the past 9 years.

At PerfectServe, you'll have a unique opportunity to join a collaborative team with decades of experience that finds new ways to delight our customers every day. This involves consistent efforts to stay on the cutting edge of product development, which includes everything from implementing AI in new and existing solutions to brainstorming with customers about novel workflows. But you don't have to be in product to make in impact — everybody at PerfectServe contributes to important work that moves the business forward.

If you're looking for a well-established, tech-forward company full of smart people doing meaningful work, you've found the right place!

The Support Center Shift Supervisor leads shift operations in a 24/7/365 support environment while supporting and developing a small group of agents to deliver consistent, high-quality service. This role plays a key part in maintaining service levels, productivity, quality, and customer experience during assigned hours and serves as the primary point of contact for all operational needs on shift. Shift Operations Coordinator provides hands-on operational leadership, immediate coaching, and decisive intervention to ensure performance commitments are met.

Key Responsibilities

Support shift performance across phone, ticket and other interaction service levels, productivity, quality, and CSAT.
Provide real-time direction to agents, including coaching, queue management, workload balancing, and escalation support.
Monitor intraday performance and help adjust priorities to maintain service levels.
Identify operational risks in real time and take corrective action, escalating when necessary.
Ensure smooth shift to shift transitions by documenting key updates, issues, and risks.
Reinforce operational standards and support a culture of open communication and accountability.
Partner with Managers to share insights on performance trends and opportunities for improvement.
Take initiative in adapting to evolving business needs, including new tools, processes, and priorities.
Drive engagement and retention through consistent coaching, feedback, and recognition.

People Leadership & Development

Support and develop a small group of assigned agents (typically 5–6).
Conduct weekly 1:1 coaching sessions with a focus on performance trends, skill development, and engagement.
Provide timely, constructive feedback to support growth and improvement.
Actively supports coaching and development of assigned agents. Partner closely with Managers on performance management efforts, including formal improvement plans when needed.
Foster a team environment that encourages ownership, collaboration, and accountability aligned with Support Center values.

Accountability & Authority

Responsible for supporting consistent shift performance and addressing risks proactively.
Expected to identify performance risks early and partner with leadership to address them to avoid material misses.

Performance expectations are defined at the monthly level. A material miss is defined as monthly performance below 95% of targets. Sustained performance below 95% of established targets constitutes a material miss.

Serves as the primary point of contact for operational decisions during assigned shifts.

Schedule & Availability

Fixed shift in a 24/7/365 environment including one weekend day.
Evening and overnight shifts are eligible for shift differential incentive pay (differential does not apply to PTO)

Essential Qualifications

2+ years of experience in a support center or contact center environment
Experience with workforce management tools and/or ticketing systems (e.g., Zendesk, Five9, or equivalent) preferred
Strong real-time decision-making skills.
Prior coaching and/or leadership experience.

What We Offer

~1 min read

At PerfectServe, we are transforming healthcare communication and collaboration to help clinicians deliver better care. You’ll work with a dedicated and mission-driven team in an environment that values growth, transparency, and innovation.

We offer a salary range of $60,000-65,000 USD per year, with compensation tailored to your background, strengths, and potential to grow within the team. The salary range listed for this role reflects our commitment to pay transparency and is based on market data, internal equity, and the scope of responsibilities. compensation will be determined by a combination of factors, including the candidate’s experience, skills, and the specific team or product area they support.We regularly review compensation across the company to ensure fairness and consistency. If you are a current employee and have questions about how your compensation aligns with our ranges, we encourage you to speak with your manager or People Operations.