At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

A Brief Overview
Manages day-to-day operations of the technical support team, ensuring efficient service to end users. Leads team in processes including documenting solutions, contributing to knowledge bases, and analyzing incident trends to improve processes and enhance user experience.

Please note, this is a hybrid position that requires being able to work multiple days a week from the Oak Street Health HQ at 30 W Monroe St Ste 1200, Chicago, IL 60603

What you will doOversees and manages a team of Technical Support Representatives and support staff to ensure excellent customer service delivery and efficient operations.Handles escalated customer issues and complex cases that require a higher level of expertise or decision-making.Conducts training sessions, provides feedback, and supports the professional growth of their team.Monitors the performance of Technical Support Representatives and support staff, conducts regular performance evaluations, and provides ongoing feedback for improvement.Implements quality assurance processes to ensure consistent and high-quality customer service.Collaborates with cross-functional teams to streamline workflows, enhance efficiency, and implement best practices for delivering exceptional customer support.Participates in customer meetings, addresses concerns or inquiries, and works closely with account managers and sales teams to ensure customer satisfaction and retention.Generates reports and analyzes customer service data to identify trends and track performance metrics in order to formulate optimal data-driven decisions.Provides leadership and guidance to a team of Technical Support Representatives and support staff by setting performance expectations, establishing work schedules, and assigning tasks to ensure the team operates effectively and efficiently.

For this role you will need Minimum Requirements3 years of relevant work experienceSupervisory ExperienceWorking knowledge of collaboration and teamworkWorking knowledge of execution and delivery (planning, delivering, and supporting) skillsWorking knowledge of business intelligenceWorking knowledge of problem solving and decision making skillsAdept at growth mindset (agility and developing yourself and others) skills

Preferred Qualifications 3 years of Supervisory Experience (with a team size of greater than 5) HDI Certification Healthcare Experience

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$43,888.00 - $93,574.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 09/11/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.