Customer Support Lead

Customer Support Lead

The Customer Support Lead will oversee daily operations within the Customer Support team, ensuring efficient handling of calls, tickets, and chatbot inquiries. This role is responsible for managing team performance, streamlining processes, and creating Standard Operating Procedures (SOPs) to optimize department workflows. Collaborating closely with Account Management, Billing, and Operations teams, the Customer Support Lead fosters a seamless client support experience while driving continuous improvement initiatives. This position will initially report to the Senior Manager of Customer Support.

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
• Monitor 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
• Other details as assigned

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