Customer Support Team Lead - HealthTech (NA)

RLDatix Career Center; Chicago (IL); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401K

Paid time off

Paid holidays

Job summary

RLDatix, based in Chicago, IL, is seeking a Customer Support Team Lead to coach and develop the Support team. The role involves handling cases end-to-end and driving a high-quality customer experience across the North America region.

As a Team Lead, you will mentor analysts, ensure effective escalation decisions, and collaborate with cross-functional partners to simplify support processes while maintaining compliance and service levels.

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.
• Interest in leading cross-functional projects.
• Collaborative, fast-paced, customer-centric mindset.

Responsibilities

• Lead and develop analysts while managing customer cases from intake to resolution.
• Coach analysts on troubleshooting, documentation, prioritization, and escalation decisions; support AI tools and SOPs.
• Review cases and feedback to improve decision-making and knowledge sharing across the team.
• Monitor workflows, service levels, case trends, and performance data to improve speed, quality, and staffing.

Skills

Team leadership

Coaching

Customer support

Job description

RLDatix, based in Chicago, IL, is seeking a Customer Support Team Lead to coach and develop the Support team. The role involves handling cases end-to-end and driving a high-quality customer experience across the North America region.

As a Team Lead, you will mentor analysts, ensure effective escalation decisions, and collaborate with cross-functional partners to simplify support processes while maintaining compliance and service levels.