Customer Support Team Lead

Proven experience in customer support, with exposure to SaaS or HealthTech preferred. Strong written communication and problem-solving skills. Comfort leading by example in a fast-paced environment. Ability to analyze support trends and translate them into process improvements. Flexibility for weekend/evenings work.

Resolve customer queries directly via help desk. Monitor team performance and ticket queues. Provide on-the-spot coaching and support to team members. Handle complex or sensitive escalations. Track and report key support metrics. Identify recurring issues and product pain points. Create weekly feedback reports for stakeholders. Maintain and update support content. Review and audit AI bot responses. Collaborate with product and engineering teams on issue resolution and feedback.