Customer Success Team Lead – Cardiology Tech

Prolaio; Chicago, Northern (IL, KY); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Equity

Health coverage

401(k) plan

Paid time off

Parental leave

Job summary

Prolaio is seeking a Customer Success Team Lead in Chicago, IL to spearhead frontline customer success and technical support for clinical projects. You will coordinate CS/CRC activities, guide teammates, manage escalations, and ensure timely responses across calls, emails, and tickets.

You will monitor SLA, CSAT, and data quality while mentoring staff, improving processes, and collaborating with cross-functional teams to support protocol compliance and patient outcomes.

Qualifications

• Bachelor's degree preferred.
• 5+ years in customer service, technical support, or a helpdesk role, preferably in a clinical or healthcare setting.
• Experience as a team lead or mentoring/coordination capacity preferred.
• ACRP or equivalent certification a plus.
• Strong problem-solving and communication skills; able to guide and coordinate others.

Responsibilities

• Serve as the first escalation point for complex or high-severity issues; own escalation paths.
• Coordinate overnight shift education, ticket auditing, and troubleshooting for overnight staff.
• Monitor SLA adherence and CSAT; report risks with recommended actions.
• Provide day-to-day guidance, onboarding support, and mentoring to CS/CRC team members.
• Review ticket documentation and ensure QMS expectations are met.

Skills

Customer service

Technical support

Team leadership

Clinical research coordination

Communication

Zendesk

Education

Bachelor's degree preferred

Tools

Zendesk

Google Suite

CRM

Project management tools

Job description

Prolaio is seeking a Customer Success Team Lead in Chicago, IL to spearhead frontline customer success and technical support for clinical projects. You will coordinate CS/CRC activities, guide teammates, manage escalations, and ensure timely responses across calls, emails, and tickets.

You will monitor SLA, CSAT, and data quality while mentoring staff, improving processes, and collaborating with cross-functional teams to support protocol compliance and patient outcomes.