Customer Support Team Lead — AI-Driven Care Impact

RLDatix; Chicago, Northern (IL, KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

RLDatix is seeking a North America-based Customer Support Team Lead to guide our analysts and manage customer cases from intake to resolution. You will coach the team, ensure high-quality documentation, and drive improvements across escalation decisions and knowledge sharing.

You’ll collaborate with cross-functional partners, monitor performance metrics, and promote adoption of AI-enabled workflows to deliver a best-in-class support experience for healthcare customers across the region.

Qualifications

• Previous experience in a customer support role within a software company.
• Proven success in leading, mentoring, or coaching team members.
• In-depth knowledge of RLDatix products.
• Sincere interest in leading and participating in cross-functional projects.
• A knack for working collaboratively within a fast-paced, customer-centric environment.

Responsibilities

• Lead and develop analysts while also managing customer cases directly, including intake, triage, troubleshooting, escalation, resolution, and follow-up across both common customer questions and complex technical issues.
• Coach analysts on troubleshooting, case ownership, documentation quality, prioritization, and escalation decisions to improve customer outcomes and team capability. Support team adoption of AI-enabled tools, automation workflows, and standard operating procedures that improve service efficiency while maintaining quality and compliance
• Utilize case reviews, customer feedback, and coaching moments to improve team decision‑making, reduce avoidable escalations, and promote continuous knowledge sharing across the support team
• Monitor support workflows, service levels, case trends, and performance data to identify opportunities to improve speed, quality, staffing alignment, consistency, and agent effectiveness across support activities

Skills

Customer support experience

Leadership / mentoring

Cross-functional collaboration

RLDatix product knowledge

Customer-centric mindset

Job description

RLDatix is seeking a North America-based Customer Support Team Lead to guide our analysts and manage customer cases from intake to resolution. You will coach the team, ensure high-quality documentation, and drive improvements across escalation decisions and knowledge sharing.

You’ll collaborate with cross-functional partners, monitor performance metrics, and promote adoption of AI-enabled workflows to deliver a best-in-class support experience for healthcare customers across the region.