Customer Support Team Lead - Hybrid, Coaching & SOPs

ADP, Inc.; Town of Florida (NY); On-site; USD 80,000 - 110,000; Full time

Job summary

Paradigm is seeking a Customer Support Team Lead in Miami, FL to oversee daily operations of the support team, managing calls, tickets, and chatbot inquiries. The role focuses on performance, process improvements, and SOP creation to optimize workflows.

Collaborate with Accounts, Billing, and Operations to deliver a seamless client experience, drive KPI-informed improvements, and coach staff to excel in a fast-paced environment.

Qualifications

• Minimum 3 years in customer support, operations, or similar role.
• Minimum 3 years of experience in revenue cycle management (RCM).
• Experience creating and managing SOPs for customer-facing teams.
• Strong leadership and team management skills.
• Familiarity with HubSpot, ticketing systems, and chatbot management.
• Analytical mindset with KPI monitoring and improvement focus.
• Ability to multitask in a high-volume, fast-paced 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 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.

Skills

Leadership

SOP development

KPI analysis

Team coaching

RCM knowledge

Communication

Multitasking

Ticketing systems

Education

Bachelor's degree in Business Administration

Tools

HubSpot

Chatbot management

CRM

Ticketing systems

Job description

Paradigm is seeking a Customer Support Team Lead in Miami, FL to oversee daily operations of the support team, managing calls, tickets, and chatbot inquiries. The role focuses on performance, process improvements, and SOP creation to optimize workflows.

Collaborate with Accounts, Billing, and Operations to deliver a seamless client experience, drive KPI-informed improvements, and coach staff to excel in a fast-paced environment.