Customer Support, Team Lead

Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more officiant, improve revenue, and enable them to focus on patient care.

For more information, explore our solutions at therapybrands.com.

Job Description

The Customer Support Lead is responsible for serving both as a customer escalation point and as a development coach to one or more support teams, ensuring that each touchpoint across the customer support journey is of the highest quality – timely, engaging, efficient, and effective. A successful Customer Support Lead is actively working in tandem with, and under the guidance of, a Manager of Customer Support to execute on the company mission to provide world-class support to Therapy Brands’ customers. The Lead fosters a “teamwork makes the dream work” culture that is passionate about: caring for customers, doing the right thing, making data driven decisions, the company mission and goals, and remaining steadfast and strong through continuous growth and constant change. The Customer Support Lead has knowledge and command of department processes and ensures that our Support Specialists are providing excellent customer service through coaching and mentoring, in addition to continuous customer communication, helping to de-escalate and address customer concerns and needs.

• Mentor and develop a team of Customer Support Specialists through new hire onboarding, daily training, shadowing, and guidance around Therapy Brands processes and procedures, as well as industry-leading best practices for customer support, customer service, and de-escalation.
• Under the guidance of the Manager of Customer Support, serve as a daily point of contact for customer escalations to ensure customers are receiving correct and timely responses to their concerns.
• Participate in and monitoring support queues for all channels (phone, chat, email, portal) to ensure SLAs and department goals are met.
• Execute prescribed workflows that maximize efficiency and produce high levels of quality support and customer satisfaction. This includes helping team members follow standard support playbooks.
• Identify and foster team and individual growth opportunities and make suggestions for improvements to leadership.
• Assist team members in providing effective resolutions to customer cases/tickets.
• Develop listening points along the customer journey and suggest areas for improvement to leadership.
• Co-host training on products as necessary for both internal stakeholders and customers when requested. Serve as a webinar SME for the Customer Education team when necessary.

Qualifications

• High School Diploma required. BA/BS degree preferred.
• 2+ years’ experience in a customer experience role in a SaaS environment, preferably in customer support, account management, or customer success.
• Knowledge of 1 or more products in the Therapy Brands suite preferred.
• Understanding of the principles of customer support, including demonstrated experience managing and exceeding support KPIs (i.e. Time to Resolution, Time to Escalation, CSAT).
• Experience working in a remote environment
• Familiarity with Salesforce Service Cloud ticketing system.
• Experience building out KPIs and reporting mechanisms (dashboards) for individual contributors and leadership
• Excellent communication skills (both written and verbal) and ability to facilitate customer dialogue and conversations.
• Understanding of customer service principles.
• Ability to build relationships and foster a sense of community.
• Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.
• Project management skills with an emphasis on attention to detail, timelines, and quality of work.
• Problem-solving skills and ability to be flexible in project situations. Ability to research, analyze, and provide a solution to newly identified issues.
• Fluent in English is required.

Additional Information

While we’ve outlined some key qualities we typically seek, it’s essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they’re not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria.

The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don’t hesitate—apply today and let’s explore the exciting possibilities together!

All your information will be kept confidential according to EEO guidelines.

At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community.

We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.

Therapy Brands is an equal opportunity employer.