Hybrid Customer Support Team Lead — SOPs & Coaching

Paradigm Senior Services; Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Paradigm Senior Services is seeking a Customer Support Team Lead to oversee daily operations of the Customer Support team in a fast-paced environment. You will guide calls, tickets, and chatbot inquiries, and drive process improvements across related departments.

The role emphasizes building and updating SOPs, mentoring staff, and maintaining quality service while aligning with company objectives and compliance standards. This on-site role reports to the Senior Manager of Customer Support.

Qualifications

• Minimum 3 years in customer support or operations.
• Minimum 3 years in revenue cycle management (RCM).
• Proven ability to create and manage SOPs for customer teams.
• Strong leadership and coaching skills.

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 responses.
• Implement feedback loops for continuous service improvement.
• Other duties as assigned

Skills

Leadership

SOP development

HubSpot

Ticketing systems

Chatbot management

KPI monitoring

Education

Bachelor’s degree in Business Administration or Communications

Tools

HubSpot

Ticketing systems

Chatbot management

Job description

Paradigm Senior Services is seeking a Customer Support Team Lead to oversee daily operations of the Customer Support team in a fast-paced environment. You will guide calls, tickets, and chatbot inquiries, and drive process improvements across related departments.

The role emphasizes building and updating SOPs, mentoring staff, and maintaining quality service while aligning with company objectives and compliance standards. This on-site role reports to the Senior Manager of Customer Support.