Team Lead, Client Support (West)

PatientNow

About The Position

The Team Lead, Client Support plays a critical role in ensuring excellent day-to-day service for our clients while supporting and guiding a team of Client Support Specialists. This role combines hands-on customer support responsibilities with team leadership, coaching, and operational oversight. The Team Lead helps resolve complex customer issues, monitors daily workflows, and drives continuous improvement in service delivery. This is an ideal role for a high-performing support professional ready to take on leadership responsibilities while still contributing directly to client satisfaction in a fast-paced SaaS environment. This team lead will cover west coast hours of 11:30am ET / 8:30am PT - 8pm ET/ 5pm PT.

Requirements

3–5 years of experience in a customer support or client success role, preferably in a SaaS or tech environment
Prior experience mentoring or coaching peers and/or leading support initiatives
Exceptional communication and interpersonal skills with a customer-first mindset
Strong problem-solving abilities and attention to detail
Experience working with support platforms such as Zendesk, Intercom, Salesforce Service Cloud, or similar

Nice To Haves

Bachelor’s degree or equivalent experience
Familiarity with knowledge base tools, help center content creation, or support automation
Experience working in a fast-paced, high-growth startup or SaaS environment

Responsibilities

Serve as a point of escalation for complex or high-impact client issues
Manage a partial caseload of tickets to remain connected to frontline support
Ensure timely, accurate, and empathetic responses across all support channels (email, chat, phone)
Provide day-to-day guidance and mentorship to Client Support Specialists
Monitor team performance metrics (e.g., response time, resolution time, CSAT) and assist with workload balancing
Conduct ticket reviews and provide feedback to ensure quality and consistency
Support onboarding and ongoing training of team members
Identify recurring issues or process inefficiencies and recommend solutions
Assist with documentation updates, internal knowledge sharing, and improvements to self-service content
Help manage queue prioritization and schedule coordination to meet SLAs
Partner with Product, Engineering, and Implementation teams to triage bugs or escalate client issues appropriately
Provide insights from customer interactions to inform product improvements and support tools
Participate in planning meetings and contribute to support initiatives and continuous improvement efforts
Provides day-to-day guidance, coaching, and performance feedback to ensure high-quality client support
Oversees scheduling, workload distribution, and adherence to service-level agreements
Addresses escalated client concerns and assists team members in resolving improvements to enhance team efficiency and customer satisfaction