Customer Support Team Lead

Paradigm Senior Services; United States; On-site; USD 95,000 - 125,000; Full time

Job summary

Paradigm is hiring a Customer Support Lead in the United States to oversee daily operations of the Customer Support team, drive SOP creation, and partner with Account Management, Billing, and Operations to streamline issue resolution. This role reports to the Senior Manager of Customer Support and requires strong leadership and RCM background.

You will guide a high-volume support function, monitor KPIs, and foster continuous improvement through coaching and process optimization.

Qualifications

• 3+ years in customer support, operations, or similar role.
• 3+ years of revenue cycle management (RCM).
• 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 ability to monitor KPIs and identify improvements.
• Ability to multitask in a high-volume, fast-paced environment.
• Proficiency in MS Office Suite (Outlook, Word, Excel) required.

Responsibilities

• Supervise 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 details as assigned

Skills

Leadership

Coaching

Team management

Problem-solving

KPI monitoring

Multitasking

MS Office

Education

Bachelor's degree in Business Administration/Communications

Tools

HubSpot

Ticketing systems

Chatbot management

MS Office Suite

Job description

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 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

• Supervise 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 details 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
• Proficiency in MS Office Suite (Outlook, Word, Excel) required

Education And Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field