• Lead the customer support team in delivering exceptional service within a virtual healthcare environment • Ensure high-quality, timely support for patients, members, employer clients, and partners while maintaining compliance with healthcare regulations (e.g., HIPAA) • Drive operational excellence, team performance, and continuous improvement to support a seamless virtual care experience • Hire, train, and coach customer support representatives in a healthcare-focused environment • Oversee daily support operations across phone, chat, email, and digital platforms • Manage escalations related to care access, referrals, billing questions, and service concerns