Customer Support Lead
About The Position
At Paradigm, we're revolutionizing home care through innovative technology. As the fastest-growing tech company in this sector, we empower home care agencies with cutting-edge solutions in billing automation, growth education, authorization management, and beyond. We believe that by streamlining agency operations with third-party payers like the Department of Veterans Affairs and Medicaid, we ultimately enhance the quality of care for seniors, veterans, and underserved communities. We foster a dynamic and collaborative work environment where new ideas are welcome, and creativity thrives. Joining our team means becoming part of a supportive community that values continuous learning and excellence. We're on a mission to revolutionize home care and are looking for passionate individuals to help us make a lasting, positive impact.
Requirements
- Minimum 3 years of experience in customer support, operations, or a similar role
- Proven experience in creating and managing SOPs for customer-facing teams
- Strong leadership, coaching, and team management skills
- Familiarity with HubSpot, ticketing systems, and chatbot management
- Excellent problem-solving and conflict-resolution abilities
- Analytical mindset with the ability to monitor KPIs and identify improvement opportunities
- Ability to multitask in a high-volume, fast-paced environment
- Proficiency in MS Office Suite (Outlook, Word, Excel) required
Responsibilities
- Supervise team of Customer Support Specialists to ensure efficiency and high-quality service
- Develop, maintain, and update SOPs for all customer support workflows
- Ensure SOPs align with company objectives, compliance standards, and customer needs
- Train the support team on new processes and best practices
- Monitor ticket resolution times, call handling metrics, and chatbot interactions
- Conduct performance evaluations, provide coaching, and support professional development
- Optimize ticketing and call management workflows to improve response times
- Identify gaps in support coverage and recommend staffing or process improvements
- Work closely with Account Management, Billing, and Operations to streamline issue resolutions
- Act as the primary escalation point for complex customer inquiries and issues
- Conduct quality assurance reviews on calls, tickets, and chatbot responses
- Implement feedback loops for continuous service improvement
Benefits
- Medical, dental, and vision benefits
- 401k retirement plan
- Aflac benefits
- Paid time off
- Professional development support
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
