Team Lead, Customer Support

RLDatix; Chicago, Northern (IL, KY); On-site; 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

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.