CSR Team Lead (Healthcare Industry) - A251

3+ years of experience managing or leading customer support/service teams. Prior experience in US healthcare customer support strongly preferred. Ability to immediately step into a management role with minimal ramp-up. Proficiency with Salesforce. Strong analytical, strategic thinking, and problem-solving skills. Excellent written and verbal communication skills. Proven ability to lead, motivate, and develop teams in fast-paced environments. Experience in regulated healthcare or healthtech environments (preferred). Familiarity with process improvement frameworks and workflow optimization (preferred). Exposure to training and development program design (preferred). Knowledge of additional CRM, reporting, or analytics platforms (preferred). Proficiency with Google Workspace, Slack, Zoom, Asana, Canva, Figma, Tableau, Zapier (preferred).

Lead, coach, and support customer support agents for high performance. Conduct audits, quality reviews, and performance coaching sessions. Manage onboarding, training, and development initiatives. Identify knowledge gaps and develop SOPs/training materials. Drive initiatives to optimize workflows, standardize procedures, and improve efficiency. Collect feedback and performance data for improvement opportunities. Partner with cross-functional teams to enhance processes. Ensure adherence to healthcare policies, procedures, and best practices. Support escalations and complex client inquiries. Monitor and maintain service quality standards. Prepare and share performance dashboards, insights, and recommendations. Track key metrics for operational efficiency and customer satisfaction.