Team Lead, Customer Support
Job Location:
Chicago, IL - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Customer Support Team Lead
RLDatix is on a mission to transform care delivery worldwide ensuring every patient receives the safest highest-quality care. Through our innovative Healthcare Operations Platform were connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.
Job Description
RLDatix (RLD) is on a mission to help raise the standard of careeverywhere. Trusted by over 10000 healthcare organizations around the world our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.
Joining TeamRLD means being part of a global effort of over 2000 team members in making a difference in healthcareevery day.
Were searching for a North America based Customer Support Team Lead to join our Customer Support team so that we can help analysts deliver a strong support experience from the first customer contact through resolution and follow-up. The Customer Support Team Lead will coach and develop the team as they review incoming requests and collaborate with internal partners to help resolve customer-impacting issues while making the support process easier clearer and more consistent for the team.
How Youll Spend Your Time
Lead and develop analysts while also managing customer cases directly including intake triage troubleshooting escalation resolution and follow-up across both common customer questions and complex technical issues.
Coach analysts on troubleshooting case ownership documentation quality prioritization and escalation decisions to improve customer outcomes and team capability. Support team adoption of AI-enabled tools automation workflows and standard operating procedures that improve service efficiency while maintaining quality and compliance
Utilize case reviews customer feedback and coaching moments to improve team decision-making reduce avoidable escalations and promote continuous knowledge sharing across the support team
Monitor support workflows service levels case trends and performance data to identify opportunities to improve speed quality staffing alignment consistency and agent effectiveness across support activities
What Kind of Things Were Most Interested in You Having
Previous experience in a customer support role within a software company
Proven success in leading mentoring or coaching team members
In-depth knowledge of RLDatix products
Sincere interest in leading and participating in cross-functional projects
A knack for working collaboratively within a fast-paced customer-centric environment
By enabling flexibility in how we work and prioritizing employee wellness we empower our team to do and be their best. Our benefits package includes health dental vision life disability insurance 401K paid time off and paid holidays.
RLDatix is an equal opportunity employer and our employment decisions are made without regard to race color religion age gender national origin disability handicap marital status or any other status or condition protected by Federal and/or State laws.
As part of RLDatixs commitment to the inclusion of all qualified individuals we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step please dont hesitate to send a note to .
Salary offers are based on a wide range of factors including location relevant skills training experience education and where applicable licensure or certifications obtained. Market and organizational factors are also taken into consideration.
Required Experience:
Manager
About Company
RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and saf
