Support Lead

BeamReaders Inc

17h•Remote

About The Position

The Support Lead is responsible for the day-to-day operations of the support team, ensuring coverage, distributing assignments, maintaining real-time quality, and enhancing the team's capabilities. This is a working lead role where the Support Lead carries a reduced individual caseload and handles live work daily, allowing them to provide coaching and quality review from a position of practical experience. The Lead ensures the team adheres to established systems and standards, stepping in when operations are at risk. They report to the Operations Manager and have decision-making authority over daily work assignments, real-time rebalancing, coverage within the existing roster, and routine client goodwill exceptions. They also recommend advancements, performance outcomes, hiring, and improvements to standard operating procedures to the Operations Manager.

Requirements

Understands the world of dental imaging, with prior experience working in a dental or imaging environment.
Demonstrated ability to produce solutions, create policies and procedures, and drive production outcomes.
Two or more years in a support or service role with evidence of coordinating other people's work.
Judgment about when to answer, when to hand off, and when to take a case personally.
Shares what they know without being asked.

Nice To Haves

Prior experience in customer service and solutions.
Experience training or onboarding a new team member.

Responsibilities

Leads, coaches, and develops the team through daily lineups, weekly one-to-ones, and same-day coaching tied to specific work, maintaining dated observations for performance decisions.
Owns the team's capacity and develops a named stand-in to manage daily operations.
Distributes and rebalances daily volume across the team based on eligibility, current load, and development needs.
Manages the coverage calendar to ensure every operating hour has a named owner, planning for time off, holidays, and volume peaks.
Acts as the first point of internal handoff for Solutions Experts, providing answers, redirecting to specialists, or taking cases.
Enforces handoff standards and ensures stalled handoffs are resolved.
Reviews live work during the shift to maintain real-time quality and uphold service commitments.
Supplies the Operations Manager with dated, evidenced observations on individual performance.
Opens and closes the day, ensuring no case crosses a day boundary without a named owner and a documented next step.
Makes daily assignments of work and real-time rebalancing.
Manages coverage within the existing roster, including planned time off and holiday cover.
Decides whether to answer a question, redirect it to a specialist, or take the case personally.
Handles routine client goodwill exceptions, escalating material ones to the Operations Manager.
Recommends advancements and performance outcomes, supported by documented observations.
Recommends hiring into the team after interviews.
Flags gaps in standard operating procedures and drafts improvements from live cases.