---
title: 'Supervisor, Technical Customer Care at HHAeXchange'
canonical: 'https://feeny.ai/job/supervisor-technical-customer-care-hhaexchange-minneapolis-gwk5txmn7m2v'
type: 'job'
last_seen: '2026-09-09'
---

# Supervisor, Technical Customer Care at HHAeXchange

- **Company:** HHAeXchange
- **Location:** Minneapolis, MN
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-03-13
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.lever.co/hhaexchange/3e91a459-918d-4fd6-8804-38e35df08e50

## Job description

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

The Supervisor, Technical Customer Care will lead, coach, and mentor Technical Customer Care representatives to ensure enhanced performance, growth, and development. This supervisory role must have strong communication skills and deliver SLA performance while driving the company core values. This is a front-line leadership position where you will directly manage 12-15 Technical Support staff

This is an on-site position based out of our Bloomington, MN office, with an on-site presence required 5 days per week.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

-

- Lead, coach, and develop Technical Customer Care staff through regular 1:1s, real-time feedback, and targeted performance improvement plans, ensuring individual performance aligns with operational goals.
- Communicate clearly and effectively, aligning team members to organizational goals and SLAs.
- Own day-to-day operational health of Technical Customer Care, including ticket queue performance, backlog levels, SLA adherence, and real-time workload balancing across the team.
- Serve as the primary escalation owner, accountable for triage, communication, and resolution of complex or high-impact customer issues.
- Monitor, analyze, and report on operational performance metrics (queue health, backlog trends, escalation rates, SLA compliance), identifying risks and implementing corrective action plans.
- Adhere and enforce established policies and protocols ensuring alignment of goals and guidelines.
- Deliver performance evaluations and manage corrective action processes, ensuring consistency, fairness, and alignment with company policy.
- Work with Quality Assurance to understand technical support representative opportunities for improvement and address through on-going coaching and performance development.
- Maintains familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas.
- Ability to remain calm, composed, and articulate when dealing with tough employee and customer situations
- Monitor and evaluate departmental performance, identifying areas for improvement and growth.
- Collaborate with senior leadership to define key success metric and drive department-wide performance.
- Oversee the execution of high-level initiatives while keeping an eye on long-term organizational impact.
- Ensure effective resource allocation, balancing immediate needs with overall company goals.
- Develop and implement long-term strategic team goals in alignment with overall company goals.
- Foster a culture of innovation, continuous improvement, and collaboration within the team.

Other Job Duties

- Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements.

- Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

-

- 3+ years of experience in managing a technical customer care team.
- Excellent customer service, communication skills and proficiency in Salesforce.
- Strong organizational skills and ability to manage priorities and workflow.
- Detail oriented with strong technical skills.
- Demonstrated team building and leadership skills.
- Ability to balance department efficiency and excellent customer service.
- Leadership abilities to lead and motivate a team towards shared goals.
- Proven interpersonal, collaborative, and relationship building skills.
- Passionate about customer service and delivering value to customers.
- Ability to work assigned shifts including Saturday or Sunday.
- Experience with SMB / non-tech savvy personas a plus.
- Experience supporting software that offers a freemium platform a plus.

The base salary range for this US-based, full-time, and exempt position is $75,000-$80,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.

## About HHAeXchange

## Company Overview
- **One-liner**: HHAeXchange provides a homecare management software platform that connects providers, payers, and members to streamline Medicaid long-term services and supports (LTSS).
- **Entity Type**: Private (Private Equity‑backed; last round led by Hg in 2021)
- **Headquarters**: New York, NY, USA
- **Founded**: 2008
- **Founders**: Not publicly available

## Core Business
- **Primary industries**: Healthcare IT, Homecare Management Software, Medicaid LTSS Technology
- **Target customers**: B2B – homecare agencies, managed care organizations (MCOs), state Medicaid programs, and self‑direction service providers
- **Mission / purpose**: “Help make homecare better for everyone” by enabling aging and disabled individuals to thrive in their homes and communities

## Products & Services
- **HHAeXchange Platform** (SaaS): End‑to‑end homecare management solution covering scheduling, billing, EVV (Electronic Visit Verification), compliance, and analytics. Acts as a single source of truth connecting providers, payers, and members.

## Market Standing
- **Valuation / Market Cap**: Not disclosed
- **Key Metric**: Annual revenue of **$35.4M** (latest estimate); total funding not publicly itemized across multiple PE rounds (led by Wincove, Cressey & Company, Hg)
- **Notable Investors / Partners**: Hg (lead in 2021), Wincove (2014), Cressey & Company (acquired majority stake in 2019). Partners include HCP (integration partnership announced 2022).
- **Growth Signals**:
  - Named to Inc. 5000 list of fastest‑growing private companies for ten consecutive years
  - Headcount grew ~21.6% YoY (453 employees per LinkedIn data; Built In reports 502)
  - Aggressive acquisition strategy: acquired Cashé Software (Jun 2024), Generations Homecare System (Jul 2024), and Sandata (Oct 2024)
  - Expanded executive team with new CHRO and CRO in early 2025

## Competitive Advantages
- **End‑to‑end coverage**: Only platform that fully integrates provider, payer, and member workflows for Medicaid LTSS – a complete view not offered by many competitors.
- **Network effects**: Large installed base (thousands of agencies, multiple state Medicaid programs) creates switching costs and data network effects.
- **Regulatory alignment**: Deep expertise in EVV and Medicaid compliance, making the platform “sticky” for government‑contracted providers.
- **Recent acquisitions**: Adding self‑direction (Annkissam), billing (Cashé), and broader homecare capabilities (Generations, Sandata) to widen the moat.

## Strategic Focus
- Continue expanding through M&A to build the most comprehensive homecare management ecosystem.
- Enhance data insights and interoperability across payers, providers, and state systems.
- Scale headcount and go‑to‑market capabilities (notably adding sales and customer success roles).

## Why Work Here
- **Culture**: Emphasizes core values **Achieve, Grow, Collaborate, Support**. Offers on‑the‑spot rewards, mental health initiatives, cultural celebrations, and employee inclusion events.
- **Work policy**: Primarily on‑site (New York HQ, plus offices in Miami, Minneapolis, Frisco, TX). Some roles posted as “In‑Office or Remote” – check specific listings.
- **Benefits**: Performance bonuses, generous parental leave, dental/health insurance, Flexible Spending Account (FSA), tuition assistance, and diversity‑based Employee Resource Groups (ERGs).
- **Engineering culture**: Growing tech team (99 technical staff) with stack including Ruby on Rails; opportunities to work on platform data insights and integration projects.
- **Impact**: Directly improve the lives of aging and disabled individuals – a mission‑driven environment.
- **Recent employee ratings** (242 reviews): Overall 2.8/5.0 (Work‑Life 2.8, Compensation 3.1, Culture 2.7, Career 2.6) – indicates room for improvement, but typical for a fast‑growing PE‑backed company.

## Sources
1. [HHAeXchange Careers Page (Lever)](https://jobs.lever.co/hhaexchange)
2. [HHAeXchange Official Careers Page](https://www.hhaexchange.com/careers)
3. [LinkedIn Company Profile](https://linkedin.com/company/hhaexchange)
4. [Built In NYC Company Profile](https://builtin.com/company/hhaexchange)

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