Customer Support Team Lead

Paradigm Senior Services; Miami, Fort Lauderdale (FL, FL); Sur place; USD 55 000 - 65 000; Plein temps

Avantages offerts par ce poste

Medical, dental, and vision benefits

401k retirement plan

Paid time off

Professional development support

Résumé du poste

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.

Responsabilités

• 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

Connaissances

Leadership

SOP development

Team management

HubSpot

Ticketing systems

Chatbot management

KPI analysis

Problem solving

Multitasking

Formation

Bachelor’s degree in Business Administration / Communications

Outils

HubSpot

Ticketing systems

Chatbot platforms

CRM software

Description du poste

Miami, FL (On-site preferred; hybrid eligible within the tri-county area)

Who We Are

At Paradigm, we're revolutionizing home care through innovative technology. As the fastest-growing tech company in this sector, we empower home care agencies with cutting-edge solutions in billing automation, growth education, authorization management, and beyond. We believe that by streamlining agency operations with third-party payers like the Department of Veterans Affairs and Medicaid, we ultimately enhance the quality of care for seniors, veterans, and underserved communities. We foster a dynamic and collaborative work environment where new ideas are welcome, and creativity thrives. Joining our team means becoming part of a supportive community that values continuous learning and excellence. We're on a mission to revolutionize home care and are looking for passionate individuals to help us make a lasting, positive impact.

Position Snapshot

The Customer Support Team 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

• 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 responsesImplement feedback loops for continuous service improvement
• Other duties 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

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
• Paid time off
• Professional development support

Compensation

$55,000-$65,000 based on experience