Spoke
Here's the job description with the client name removed: Job Title: Support Lead - Patient Support Location: Remote About The Company Our client is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. They offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. About The Role As a Support Lead, you will have a significant, lasting impact on the company's support operations and overall experience. You will play a vital role in supporting the internal team and customers, from assisting on the front lines to serving as a subject matter expert for the Support Associates (first-level support). If working with a close-knit group of smart and hungry colleagues solving the hardest problems gets you excited, we'd love to hear from you! What You'll Do Customer obsessed. Ensure marketplace customers (clients, clinicians, patients) receive a world-class support experience. Utilize data to identify trends and common issues affecting visits and propose long-term solutions (Explore, Looker). Coach and grow the quality of Support Associates with consistent 1:1s. Manage day-to-day Support operations, helping in Support queues where needed and answering escalated questions/tickets. Track support KPIs and benchmarks. Work with other support managers to keep documentation/SOPs up to date and organized. Strategically problem-solve for process improvements. Who You Are 3+ years of experience working in a support function, with 1+ years in a lead/Sr. role. Growth mindset and servant leadership style. Highly motivated and adaptable self-starter who is comfortable working in a start-up environment where things move at lightning speed. Professional and clear communicator with excellent attention to detail, organization, and prioritization skills.
Spoke
