Customer Support Lead - SOPs, Coaching & Growth (Hybrid)

Paradigm Senior Services; Miami, Fort Lauderdale (FL, FL); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401k retirement plan

Paid time off

Professional development support

Job summary

Paradigm Senior Services seeks a Customer Support Team Lead in Miami to oversee daily operations of the Customer Support team, manage performance, and drive process improvements. The role emphasizes developing SOPs, guiding staff, and coordinating with Account Management, Billing, and Operations to deliver a seamless client experience.

On-site preferred with hybrid options in the tri-county area. Applicants should have 3+ years in customer support and revenue cycle management, strong leadership

Qualifications

• Minimum 3 years of experience in customer support or operations.
• Minimum 3 years of experience in revenue cycle management (RCM).
• Proven experience 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 KPI monitoring and improvement focus.
• Ability to multitask in a high-volume environment.

Responsibilities

• Support 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 duties as assigned

Skills

Leadership

SOP development

Team management

HubSpot

Ticketing systems

Chatbot management

KPI analysis

Problem solving

Multitasking

Education

Bachelor’s degree in Business Administration / Communications

Tools

HubSpot

Ticketing systems

Chatbot platforms

CRM software

Job description

Paradigm Senior Services seeks a Customer Support Team Lead in Miami to oversee daily operations of the Customer Support team, manage performance, and drive process improvements. The role emphasizes developing SOPs, guiding staff, and coordinating with Account Management, Billing, and Operations to deliver a seamless client experience.

On-site preferred with hybrid options in the tri-county area. Applicants should have 3+ years in customer support and revenue cycle management, strong leadership