Team Lead, Client Support – West
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Job Description
Team Lead managing Client Support Specialists at PatientNow, providing client service in a fast-paced SaaS environment. Ensuring excellent service delivery while mentoring and guiding the team.
Responsibilities:
- Serve as a point of escalation for complex or high-impact client issues
- Manage a partial caseload of tickets to remain connected to frontline support
- Ensure timely, accurate, and empathetic responses across all support channels (email, chat, phone)
- Provide day-to-day guidance and mentorship to Client Support Specialists
- Monitor team performance metrics (e.g., response time, resolution time, CSAT) and assist with workload balancing
- Conduct ticket reviews and provide feedback to ensure quality and consistency
- Support onboarding and ongoing training of team members
- Identify recurring issues or process inefficiencies and recommend solutions
- Assist with documentation updates, internal knowledge sharing, and improvements to self-service content
- Partner with Product, Engineering, and Implementation teams to triage bugs or escalate client issues appropriately
- Provide insights from customer interactions to inform product improvements and support tools
- Participate in planning meetings and contribute to support initiatives and continuous improvement efforts
Requirements:
- 3–5 years of experience in a customer support or client success role, preferably in a SaaS or tech environment
- Prior experience mentoring or coaching peers and/or leading support initiatives
- Exceptional communication and interpersonal skills with a customer-first mindset
- Strong problem-solving abilities and attention to detail
- Experience working with support platforms such as Zendesk, Intercom, Salesforce Service Cloud, or similar
- Bachelor's degree or equivalent experience (preferred)
Benefits:
- Flexible work arrangements
- Professional development opportunities
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