Team Lead, Customer Support - PartnerHero : Job Details

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it's because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day to day and thrive.

The Role

We're currently looking for a motivated Team Lead to provide front-line direction to our Customer Support team. In this role, your focus is on ensuring your team provides the best customer experience for your client. You drive the performance of your team members and coach them as to how to work in the most optimal way to continuously hit their goals and provide exceptional service.

Your team (comprised of 1-10 direct reports) will be assisting patients and providers with a variety of support topics including, but not limited to, billing and payment, scheduling clients, appointment attendance, and insurance verification. Your team will assist patients and providers by providing support via email, chat, and phone, delivering helpful solutions to ensure all requesters have a great customer service experience.

This role requires experience as a Team Lead in a contact center type of environment (minimum of 6 months) with extensive performance management experience - setting goals, monitoring performance, managing performance related issues effectively, and the like.

This is a fully remote role! Shift is 9am to 6pm ET - Monday through Friday but could include a weekend day as needed.

What you'll do:

• Lead, mentor, and coach a team of customer support representatives, providing guidance and support to ensure optimal performance outcomes.
• Conduct regular team meetings and provide ongoing training and development opportunities to enhance skills and knowledge.
• Ensure that all customer inquiries, concerns, and complaints are addressed promptly and effectively, maintaining the highest levels of customer satisfaction.
• Develop and optimize customer service processes and workflows to improve efficiency and productivity.
• Analyze metrics and KPIs, such as response times, first contact resolution, and customer satisfaction scores, and take necessary actions to meet or exceed targets.
• Prepare regular reports on customer service performance, including key metrics, trends, and customer feedback, and present findings to management.
• Identify areas for improvement and implement strategies to enhance customer service operations based on data-driven insights.
• Handle employee issues, including performance concerns, conflict resolution, and disciplinary actions when necessary.

What we expect from you:

• Proven experience in a customer support supervisory role, preferably in a contact center environment.
• Strong leadership and team management skills, with the ability to motivate and inspire a team.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and team members.
• Experience influencing and motivating employees to attain stated metrics/KPIs in a production environment.
• Strong analytical skills, adept at addressing challenges and enhancing efficiency in high-pressure situations, with a high degree of adaptability.
• Extensive experience in client interactions, focusing on satisfaction and loyalty, with a proactive approach to implementing innovative solutions.
• Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.

What you'll get in return:

• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].