Job Description
Customer Support Team Lead
Remote
Chicago, Illinois, United States
Clinical, ImPACT
Full time
Description
Position Summary
We are looking for a detail oriented, process minded all-star who is able to handle a large number of level one customer support inquires. This individual will virtually manage a small team of part time customer support professionals to ensure all customer inquiries are being solved or escalated as efficiently as possible. The Customer Support Team Lead will be responsible for approximately 10,000 customer inquiries on an annual basis. Their primary responsibility will be to ensure that all cases are being answered in a timely manner and that those cases are being categorized correctly in accordance with our quality management plan.
In this role you will get to
- Manage support case intake and categorization according to ImPACT Applications Qualify Management System
- Act as switchboard for all incoming calls escalating to Customer Success, Finance, other departments
- Manage level one inquiries from concussioncaretraining.com
- Handle all data transfers for professional sports teams, individual test records, database migration
- Identify & qualify expansion opportunities and ensure a clean transition to Sales Representative
- Setting up new accounts. Adding users to existing accounts.
- Lead a High-Performing Support Team
Disclaimer
The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.
Requirements
- Bachelor’s degree in relevant field of study or prior experience managing a customer support team
- Knowledge of healthcare/health-tech industry is a plus
- Excellent written and verbal communication skills
- Driven, able to work in a collaborative environment and leverage technology to automate processes
- Systems-thinker comfortable finding the why behind processes
- Curious, always exploring what’s changing with our customers based off their feedback
- Coachable individual who holds themselves accountable
Physical Requirements for this position
- Remote
- 10% travel for off-site team meetings and recruiting events.
- May require stationary positions (sitting or standing) for extended periods.