Customer Support Lead

Assured

112d

About The Position

We’re looking for a Customer Support Lead to be the first line of support for our customers. You’ll be responsible for setting up our infrastructure for responding to customer inquiries, troubleshooting issues, and ensuring our users have a seamless experience on the Assured Health platform. The ideal candidate is empathetic, detail-oriented, and thrives in a fast-paced startup environment. You’ll be critical in building trust with our customers by resolving issues quickly and escalating problems appropriately.

Requirements

• 3-5 years in customer support, client services, or operations (SaaS or healthcare preferred).
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Comfortable learning and explaining technical products to non-technical users.
• Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

• Experience with healthcare operations, credentialing, or payer enrollment.

Responsibilities

• Frontline Support – Respond to customer questions and issues via email, chat, and phone with speed, accuracy, and professionalism.
• Systems Oriented Thinking - Connect the dots between individual customer issues and broader operational improvements, always looking for root causes and systematic solutions rather than one-off fixes.
• Internal Coordination with Ops - Own the coordination between Assured’s internal Operations team and clients, including answering any questions on their applications to relaying any finer details about their in flight work.
• Troubleshooting & Issue Resolution – Identify, diagnose, and resolve common product and data-related issues; escalate to Product or Engineering when necessary.
• Customer Education – Help customers understand features, workflows, and best practices to maximize value from the platform.
• Ticket Management – Track, prioritize, and follow up on open support requests to ensure timely resolution.
• Feedback Loop – Capture recurring customer pain points and communicate them to Product and Engineering for continuous improvement.
• Documentation – Contribute to support resources (FAQs, help articles, quick guides) to enable self-service.
• Customer Experience Champion – Advocate for the customer voice across the organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees