Customer Support Team Lead

Core Responsibilities

• Supervise team of Customer Support Specialists to ensure efficiency and high-quality service
• Develop, maintain, and update SOPs for all customer support workflows
• Ensure SOPs align with company objectives, compliance standards, and customer needs
• Train the support team on new processes and best practices
• Maintain ticket resolution times, call handling metrics, and chatbot interactions
• Conduct performance evaluations, provide coaching, and support professional development
• Optimize ticketing and call management workflows to improve response times
• Identify gaps in support coverage and recommend staffing or process improvements
• Work closely with Account Management, Billing, and Operations to streamline issue resolutions
• Act as the primary escalation point for complex customer inquiries and issues
• Conduct quality assurance reviews on calls, tickets, and chatbot responses
• Implement feedback loops for continuous service improvement

Experience And Skills

• Minimum 3 years of experience in customer support, operations, or a similar role
• Minimum 3 years of experience in revenue cycle management (RCM)
• Proven experience in creating and managing SOPs for customer-facing teams
• Strong leadership, coaching, and team management skills
• Familiarity with HubSpot, ticketing systems, and chatbot management
• Excellent problem-solving and conflict-resolution abilities
• Analytical mindset with the ability to monitor KPIs and identify improvement opportunities
• Ability to multitask in a high-volume, fast-paced environment
• Proficiency in MS Office Suite (Outlook, Word, Excel) required

Education And Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field

What We Offer

• Medical, dental, and vision benefits
• 401k retirement plan
• Aflac benefits
• Paid time off
• Professional development support

Compensation

$55,000-$65,000 depending on experience