About This Role
You’ll be the frontline support leader for our overnight shift team, handling customer inquiries via chat, email, and support tickets while providing guidance and coordination to your teammates. This is a blend of direct customer support and team leadership – you’ll answer customer questions, troubleshoot technical issues, and help train and mentor new team members as they grow.
No prior experience as a team lead is necessary. Full training will be provided, and you’ll have the support you need to succeed in both the customer-facing and leadership aspects of this role.
What You’ll Do
Customer Support (Primary)
Answer support requests from customers via chat, email, and ticketing systems. Respond professionally and promptly to all inquiries, following company standards for communication and documentation. Diagnose and troubleshoot hardware and software issues, helping customers resolve problems or escalating when needed. Manage support tickets from start to resolution, ensuring quality documentation and timely responses. Handle customer orders and requests, coordinating with relevant teams to fulfill them.
Team Leadership & Coordination (Primary)
Serve as the first point of escalation for complex or high-priority issues on your shift. Coordinate coverage and ensure smooth handoffs to other teams when needed. Provide day-to-day guidance, onboarding support, and mentoring to team members, modeling professional communication and documentation standards. Monitor team performance and identify trends or areas for improvement. Review the quality of support tickets and responses to ensure consistency and accuracy. Lead process improvements and contribute to training materials and documentation. Represent the support team in cross-functional coordination as needed.
Compliance & Standards
Follow all quality management system expectations and compliance guidelines. Complete required training and certifications as part of the onboarding process. Maintain accurate documentation and ensure all team members do the same.
Skills & Background Needed
2+ years in customer service, technical support, or a helpdesk role (healthcare or clinical experience is a plus, but not required). Energetic, detail-oriented, and comfortable multitasking while maintaining quality. Strong problem-solving skills and the ability to troubleshoot issues independently and as part of a team. A willingness to guide and mentor others, keeping the team aligned to processes and standards. Proficient verbal and written English. Experience with helpdesk ticketing systems and support platforms is helpful. Familiarity with Google Suite and project management tools is a plus. An innovative, can-do attitude and willingness to embrace new tools and processes.
Why You’ll Love This Role
Meaningful work with a supportive, collaborative team environment. Genuine opportunities for professional growth and continuous learning. Flexible remote work arrangement – work from anywhere. Potential to develop leadership skills in a real team setting. Full training and onboarding provided to set you up for success.
What We Offer
Competitive entry-level pay, details shared upon application. Health coverage options including medical, dental, and vision. Paid time off, sick leave, and company holidays. Flexible spending accounts and wellness support. Life insurance and disability coverage. 401(k) retirement plan. Easy access to telehealth services.
Rate: Competitive entry-level pay, details shared upon application
Contract length: Full-time, permanent role
Location: Remote (work from home)
Ready to get started? Submit your application below.