Sr. Team Lead, Client Support
About The Position
The Sr. Team Lead, Client Support oversees a team of support professionals who serve as a first point of contact for escalations. The role focuses on day-to-day management, team development, maintaining service delivery standards, and promoting operational excellence. The position supports the future of healthcare through high-quality client support and effective team operations. The role also requires following applicable security policies and procedures to safeguard company and client information. The teammate must be able to sit and view a computer screen for extended periods and be willing to work additional or irregular hours as needed.
Requirements
- Bachelor's degree or equivalent work experience.
- At least 2–4 years of relevant client-facing work experience.
- At least 0–1 years of relevant management work experience.
- Willingness to work additional or irregular hours as needed.
- Ability to sit and view a computer screen for extended periods.
Nice To Haves
- Experience in healthcare IT or healthcare client support environments.
- Proven ability to lead teams in a high-volume, client-facing support setting.
- Strong technical troubleshooting skills combined with excellent client communication.
Responsibilities
- Act as the primary escalation point for unresolved client issues and collaborate with internal teams to drive timely solutions.
- Mentor and coach team members to consistently deliver high-quality client support services.
- Monitor team performance metrics, including response and resolution times, to minimize client disruption and maximize team efficiency.
- Coordinate daily operational activities by balancing workloads and ensuring client service level agreements are met.
- Drive team initiatives to improve efficiency, supportability, and client satisfaction.
- Provide input on team training and development plans.
- Perform other job duties as assigned.
- Work in accordance with applicable security policies and procedures to safeguard company and client information.
Benefits
- Excellent medical with prescription drug, dental, and vision benefits.
- Mental health support through the Employee Assistance Program (EAP).
- Generous paid time off and 13 paid holidays.
- 100% vested 401(k) retirement plans.
- Educational assistance up to $2,500 per year.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
