Customer Support Team Lead (Temporary)

Partnerhero • Columbia, SC

5d • Remote

About The Position

As a Team Lead, you will oversee a group of Customer Support Specialists dedicated to providing exceptional service for a leading medical device and healthcare technology partner. You'll ensure operational excellence, maintain compliance with industry standards, and uphold Crescendo's high standards for customer experience and service quality. This role requires a strong background in managing technical or healthcare-related support operations, along with the ability to guide, motivate, and develop a team in a fast-paced, accuracy-driven environment.

Requirements

• 2-4 years of BPO experience, with at least 2 year in a leadership, supervisory, or SME capacity.
• Experience supporting healthcare, medical device, or technical accounts is a strong advantage.
• Excellent communication, analytical, and coaching skills.
• Strong understanding of quality assurance, performance management, and escalation handling.
• Proficiency in reporting and CRM tools.
• Ability to thrive in a fast-paced, detail-oriented, and compliance-driven environment.
• Willingness to work onsite in Taguig and collaborate with cross-functional teams.

Responsibilities

• Lead and coach a team of Customer Support Specialists to meet performance, quality, and compliance goals.
• Provide consistent feedback and mentoring to drive individual and team development.
• Manage attendance, schedule adherence, and real-time team performance.
• Oversee escalated cases, ensuring prompt and professional resolution while maintaining confidentiality and accuracy.
• Collaborate with internal teams (Operations, Quality, Training, and Partner stakeholders) to implement process improvements and ensure seamless coordination.
• Ensure compliance with partner policies and data privacy standards, especially when handling sensitive healthcare information.
• Contribute to process documentation, reporting, and performance reviews.
• Promote a positive and collaborative team culture aligned with Crescendo's values of empathy, growth, and integrity.

Benefits

• Take on challenges that actually move the needle in an industry ready for change.
• Earn competitive pay while building a career with endless opportunities.
• Enjoy remote work with the focus and flexibility to do your best work.
• Grow in an environment that rewards ambition and sharp execution.
• Thrive in a team environment where collaboration is the foundation of your success.
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees