Team Lead, Customer Support

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

Customer Support, Team Lead

RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our innovative Healthcare Operations Platform, we’re connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.

Job Description

RLDatix (RLD) is on a mission to help raise the standard of care ... everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare every day.

We’re searching for a North America based Customer Support, Team Lead to join our Customer Support team, so that we can help analysts deliver a strong support experience from the first customer contact through resolution and follow-up. The Customer Support, Team Lead will coach and develop the team as they review incoming requests and collaborate with internal partners to help resolve customer-impacting issues while making the support process easier, clearer, and more consistent for the team.

How You’ll Spend Your Time

• 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

What Kind of Things We’re Most Interested in You Having

• 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

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best.

• Our benefits package includes health, dental, vision, life, disability insurance, 401K, paid time off, and paid holidays.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and/or State laws.

As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to [e-mail].

Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.