Customer Success Team Lead (5pm-1am CT)

Prolaio•Chicago, IL

12d

About The Position

The Customer Success Team Lead will be the front-line customer success and technical support for Prolaio clinical projects and serves as the day-to-day coordination point for the CS/CRC team. In addition to performing the full scope of the CS/CRC role, the Team Lead provides guidance to team members, coordinates coverage and escalations, monitors SLA and quality performance, and acts as the first point of escalation below the CS Lead. This position responds to calls, emails, and support tickets professionally and on time, supports device and platform troubleshooting for patients, clinicians, and monitored subjects, conducts proactive review of study compliance and data collection, and assists with protocol-required coordination activities in accordance with the protocol, ICH-GCP, and applicable regulations.

Requirements

5+ years in customer service, technical support, or a helpdesk role, preferably in a clinical or healthcare setting (required).
Proficient verbal and written English required.
Experience with helpdesk ticketing systems and support platforms, specifically Zendesk.
Familiarity with compliance monitoring in clinical or healthcare environments.
Working knowledge of Google Suite, CRM, and project management tools.
Bachelor's degree preferred.

Nice To Haves

Prior experience as a team lead, senior specialist, or in a mentoring/coordination capacity (preferred).
Experience as a CRC, research assistant, data coordinator, or equivalent in a clinical research setting (preferred).
ACRP or equivalent certification a plus.
Energetic, detail-oriented, and goals-driven, able to multitask while maintaining quality.
Strong problem-solving skills; able to diagnose and troubleshoot technical issues independently and as part of a team.
Demonstrated ability to guide, coach, or coordinate others and to keep a team aligned to process and standards.
Innovative, can-do attitude with willingness to embrace new tools and processes.

Responsibilities

Serve as the first point of escalation for complex or high-severity issues; own escalation paths and ensure timely, documented handoff to Tier 2, Product, or Clinical, following up until resolution.
Coordinate overnight shift education, ticket auditing, and troubleshooting for overnight employees.
Monitor SLA adherence and CSAT across the team; surface trends, risks, and recurring issues to the CS Lead with a recommended course of action.
Provide day-to-day guidance, onboarding support, and mentoring to CS/CRC team member(s), modeling company call-handling and documentation standards.
Review ticket documentation and resolution quality; ensure Quality Management System (QMS) expectations are met consistently across the team.
Lead or contribute to process improvements, workflow updates, documentation, and training materials, and represent CS in cross-functional coordination as needed.
Answer support calls and emails coming into Prolaio's support channels from participants and clinical staff, handling all calls professionally and per company call-handling procedures.
Review compliance alerts generated by Prolaio's monitoring platform, assess data quality issues, and contact clinical staff or monitored subjects as needed to maximize successful data collection.
Diagnose and troubleshoot hardware and software issues, helping customers resolve problems over the phone or through messaging and escalating when applicable.
Manage support requests received via email and Prolaio's help ticket system, completing ticket resolution forms according to our SLAs.
Place customer orders in the Prolaio Inventory Database, communicating regularly with the inventory team to fulfill requests received through tickets, calls, or internal communications.
Comply with Quality Management System (QMS) expectations, including Biosketch forms, job descriptions, and training requirements.
Contribute to other business activities as reasonably assigned by management.
Complete all required training on a timely basis, including ICH-GCP certification, sponsor-provided and IRB-approved protocol training, protocol amendment training, study-specific manuals training, and EDC/IVRS or other electronic systems training.
Conduct virtual study subject visits and other protocol-required procedures, documenting promptly and answering participant questions.
Complete data entry and query resolution promptly per internal guidelines and sponsor expectations.
Liaise with data, administrative, and clinical staff, investigators, research participants, and sponsor/CRO representatives.
Participate in subject recruitment and retention efforts, engaging with participants to understand and address their concerns.

Benefits

Competitive salary
performance bonus
equity
Medical, dental, and vision plans with multiple options and strong company contributions.
HSA, FSA, commuter benefits, and a $1,200 annual Lifestyle Spending Account to support wellness, commuting, family needs, and more.
Generous paid time off, sick leave, and company holidays.
Paid parental leave, caregiver leave, and support for growing families.
Company-paid life insurance and short- and long-term disability coverage.
401(k) plan
Easy access to telehealth and optional supplemental coverage for life’s unexpected moments.