Tier One Support Supervisor

DayTwo is the first company to safely and sustainably balance blood sugar, lower A1C, and reduce weight using food as medicine and leveraging the profile of a patient’s gut-microbiome, without the use of medications or surgery. Our data science and digital tools combined with our clinical expertise are shifting the diabetes treatment paradigm from management to remission. Position Summary: This position will report to the Operations Manager and will be directly responsible for managing the day-to-day operation of T1 team thereby ensuring our client’s and members’ technical issues in the field or our internal remote and office locations are resolved per our internal SLA’s. Manages all incoming and open tickets in a manner that is consistent with the defined operational objectives and practices, which includes providing timely feedback to Tier 1 colleagues when issues are not resolved as expected, or not transferred to the appropriate team. Sets client’s expectations, monitoring Tier 1 resolution rate to meet the expectations and needs of the business. Using the data in the ticket management system tool, provides the Tier 1 Manager a daily at glance report of team incidents produced, incidents resolved, quality and customer service calls, aging incidents, and plan of action to address the incidents before the service level objectives are not met. DayTwo is committed to a diverse and inclusive workplace. We aim for every person at DayTwo to feel like they matter, belong, and feel like they can be their authentic selves so they can do their best work. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. DayTwo is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or reasonable accommodation in the application or recruitment process due to a disability, please contact us. Please see the United States Department of Labor’s EEO poster and EEO poster supplement for additional information.