Customer Support Lead - Remote

Overview

We’re looking for a Customer Support Lead to be the first line of support for our customers. You’ll be responsible for setting up our infrastructure for responding to customer inquiries, troubleshooting issues, and ensuring our users have a seamless experience on the Assured Health platform.

In Short

• Frontline Support – Respond to customer questions and issues via email, chat, and phone with speed, accuracy, and professionalism.
• Systems Oriented Thinking - Connect the dots between individual customer issues and broader operational improvements.
• Internal Coordination with Ops - Own the coordination between Assured’s internal Operations team and clients.
• Troubleshooting & Issue Resolution – Identify, diagnose, and resolve common product and data-related issues.
• Customer Education – Help customers understand features, workflows, and best practices.
• Ticket Management – Track, prioritize, and follow up on open support requests.
• Feedback Loop – Capture recurring customer pain points and communicate them for continuous improvement.
• Documentation – Contribute to support resources to enable self-service.
• Customer Experience Champion – Advocate for the customer voice across the organization.

Requirements

• 3-5 years in customer support, client services, or operations (SaaS or healthcare preferred).
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Comfortable learning and explaining technical products to non-technical users.
• Ability to manage multiple priorities in a fast-paced environment.
• Bonus: Experience with healthcare operations, credentialing, or payer enrollment.

Benefits