Team Lead, Customer Support

RLDatix•Chicago, IL

4d•Remote

About The Position

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it. Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day. We’re searching for a North America based Customer Support, Team Lead to join our Customer Support team, so that we can help analysts deliver a strong support experience from the first customer contact through resolution and follow-up. The Customer Support, Team Lead will coach and develop the team as they review incoming requests and collaborate with internal partners to help resolve customer-impacting issues while making the support process easier, clearer, and more consistent for the team.

Requirements

Previous experience in a customer support role within a software company
Proven success in leading, mentoring, or coaching team members
In-depth knowledge of RLDatix products
Sincere interest in leading and participating in cross-functional projects
A knack for working collaboratively within a fast-paced, customer-centric environment

Responsibilities

Lead and develop analysts while also managing customer cases directly, including intake, triage, troubleshooting, escalation, resolution, and follow-up across both common customer questions and complex technical issues.
Coach analysts on troubleshooting, case ownership, documentation quality, prioritization, and escalation decisions to improve customer outcomes and team capability.
Support team adoption of AI-enabled tools, automation workflows, and standard operating procedures that improve service efficiency while maintaining quality and compliance.
Utilize case reviews, customer feedback, and coaching moments to improve team decision-making, reduce avoidable escalations, and promote continuous knowledge sharing across the support team.
Monitor support workflows, service levels, case trends, and performance data to identify opportunities to improve speed, quality, staffing alignment, consistency, and agent effectiveness across support activities.