Customer Support Team Leader

Customer Support Team Leader (Remote)

About the Role:

This role leads a team of customer support agents who are responsible for helping our partners at healthcare facilities get the most out of our platform. Reporting into the head of HCF Support Operations, this is a pivotal role in leading and coaching a high-performing team of customer support agents. Your ability to inspire, mentor, and develop your team will be critical in maintaining the highest levels of customer satisfaction. If you are passionate about coaching, leadership, and delivering outstanding customer experiences then apply now! We are excited for you to join our team in setting the standard for excellent support.

A day in the life of a Customer Support Team Leader

Team Leads will spend time ensuring healthcare facilities have excellent experiences interacting with our customer support team. This will include reviewing agent performance - diving deep into both metrics and specific tickets, identifying process issues and areas for improvement, collaborating with supporting teams like training & QA, and working cross-functionally with other departments like product & sales. They may host team huddles to stress points of emphasis, draft defect hunt documents to identify root causes of issues and propose fixes, and share regularly written feedback to clearly communicate where a team member's performance stands, what their goals are, and how they can improve to achieve those goals. 

Day-to-Day Responsibilities

• Lead and coach a team of customer support agents to achieve and maintain top-tier performance in quality, productivity, and attendance metrics.
• Provide regular, constructive feedback based on quality assurance (QA) scores, customer survey responses, and ticket observations.
• Create personalized development plans that align with individual performance goals.
• Handle customer escalations with poise and professionalism, stepping in to resolve complex or high-priority issues as needed.
• Drive performance improvement initiatives by setting SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound) for your team, ensuring clear paths for growth and success.
• Monitor and report on team performance, identifying trends, strengths, and areas for improvement.
• Maintain accurate coaching logs and feedback records for each agent.
• Ensure schedule adherence and productivity standards are met, aligning with the company’s operational goals.
• Foster a culture of learning and development by delegating tasks to high-potential team members and organizing team-building activities to enhance collaboration and morale.
• Actively contribute to process improvements, suggesting and implementing strategies to optimize workflow, customer satisfaction, and team efficiency.
• Be a product and process expert, guiding your team with deep knowledge of our tools, services, and customer needs to ensure they are equipped for success.
• Diagnose the root cause of customer problems and take ownership to develop solutions from first principles.

What We’re Looking For

• Leadership and coaching experience:
• You’ve led teams of at least 10 customer support agents, driving them to consistently meet performance goals and exceed customer expectations.
• Your leadership style is hands-on, and you're known for your ability to mentor, inspire, and develop top-performing teams.
• Customer service HCF expertise:
• You have an extensive background in customer-facing roles, giving you deep insight into the nuances of delivering exceptional support.
• You understand the customer journey and how to enhance it at every touchpoint.
• Exceptional communication and feedback skills:
• You excel at delivering clear, actionable, and motivational feedback.
• Whether it's in coaching sessions or escalations, your communication is precise, empathetic, and designed to drive improvement.
• You know how to convey tough messages constructively while keeping your team motivated and aligned with company goals.
• Proven ability to handle escalations:
• You’ve successfully managed customer escalations and resolved high-stakes issues in a timely manner.
• You are skilled at maintaining customer satisfaction even under pressure, with a track record of resolving at least 95% of escalations within company-specified timeframes or SLAs (Service Level Agreements).
• Experience in remote, geo-distributed work environments:
• You’ve successfully led or been part of multinational teams spanning different time zones and regions.
• You thrive in a remote work environment, are adept at managing diverse cultures, and can seamlessly coordinate across various global locations.

What to Expect in Your First 90 Days

30 Days:

• Become a product expert, immerse yourself in the support environment, and learn the ins and outs of our tools and processes.
• You'll start handling customer tickets and shadowing agents to understand their daily challenges.

60 Days:

• Take ownership of your first team.
• You’ll evaluate individual performance, set SMART goals for improvement, and establish a rhythm of regular feedback and coaching.

90 Days:

• • Your team is consistently achieving high scores in quality metrics (90% or above).
  • For agents who are underperforming, you have clear action plans with deadlines for improvement.

Work Environment

• This is a fully remote position. We operate 24/7 and follow a rotating roster. The expectation is that the individuals should be able to overlap with EST/PST time zones, and accommodate weekend shifts if needed in case of any emergency. However, they would have the flexibility to take leave on other days of the week

Hiring Process

1. Application
2. Case Study
3. Hiring Manager Interview focused on the case study
4. Executive Interview 
5. Offer

Why Join Us?

• Impact: Lead teams supporting healthcare facilities, making a difference in critical services.
• Global Team: Collaborate with talented individuals worldwide.
• Career Growth: Opportunities for professional development and advancement.
• Flexibility: Enjoy remote work with a schedule that fits your lifestyle.

System Requirements:
In addition, you should have:

• A minimum of 15 Mbps wired internet connection.
• A computer with an i5 processor (or equivalent) and at least 12GB RAM.
• A quiet, dedicated workspace with a steady power and internet connection.

If you are passionate about coaching, leadership, and delivering outstanding customer experiences, apply now and join our team in setting the standard for excellent support!