Customer Support Operations Lead - Remote

Overview

The Customer Support Operations Team Lead is responsible for leading and scaling a distributed customer support team supporting US-based healthcare operations. This role exists to ensure operational excellence, consistent service quality, and a high standard of patient experience across all support interactions.

In Short

• Lead and manage offshore customer support representatives.
• Ensure operational excellence and consistent service quality.
• Influence patient satisfaction and retention through effective support.
• Streamline support workflows and escalation handling.
• Conduct performance reviews and structured feedback sessions.
• Monitor calls, emails, and chats for quality compliance.
• Deliver ongoing training on workflows and patient communication.
• Act as a liaison between offshore teams and US stakeholders.
• Prepare performance reports and operational insights.
• Foster a culture of accountability and collaboration.

Requirements

• Experience in customer support management.
• Strong leadership and people management skills.
• Ability to work in fast-paced, regulated environments.
• Excellent communication and interpersonal skills.
• Experience in training and development of team members.
• Knowledge of healthcare operations is a plus.
• Ability to analyze performance metrics and implement improvements.
• Empathy and problem-solving skills.
• Proficiency in using support tools and software.
• Willingness to work standard business hours - US Pacific Time (PST).

Benefits

• Opportunity to work with top startups in the US and EU.
• Potential for career growth and promotions.
• Work in a remote-first environment.
• Be part of a mission-driven organization.
• Collaborate with visionary founders.
• Access to training and development resources.
• Participate in a culture of accountability and support.
• Engage in meaningful work that impacts patient care.
• Flexible work arrangements.
• Competitive compensation package.