Customer Experience Team Lead (SaaS Healthtech)

Were hiring a Customer Experience Team Lead to manage and grow our remote support team in the healthcare tech space. Our AI-powered SaaS platform helps healthcare providers modernize operations and improve patient outcomes. As the CX Team Lead, youll oversee day-to-day support operations, ensure high-quality service delivery, and play a key role in scaling a world-class customer experience function.

What Youll Do

• Lead, coach, and support a team of Customer Experience Agents in delivering responsive, empathetic, and effective support
• Monitor performance, provide regular feedback, and identify training and development needs
• Manage customer escalations, ensuring quick resolution and root-cause analysis
• Work cross-functionally with Product, Engineering, and Customer Success to address customer feedback and improve the platform
• Oversee onboarding for new support team members and help standardize support processes
• Drive continuous improvement through process optimization, documentation updates, and KPI tracking
• Ensure SLAs are met and support coverage aligns with business needs

Who You Are

• Proven leader with a track record of managing or mentoring support teams in a SaaS or tech environment
• Strong communicator with excellent written and verbal English skills (neutral to light accent)
• Highly organized, detail-oriented, and comfortable balancing day-to-day tasks with team oversight
• Customer-first mindset with the ability to stay calm and focused under pressure
• Tech-savvy and comfortable working across multiple tools, systems, and departments
• A team player who thrives in fast-paced, evolving startup environments

Must Haves

• Prior experience in a Team Lead, Senior Support, or Customer Success Lead role in SaaS or Healthtech
• Familiarity with companies like Zocdoc, One Medical, Oscar, Stripe, Plaid, Chime, or other tech-enabled platforms
• Strong knowledge of CRMs and support tools (Zendesk, HubSpot, Salesforce, Intercom, etc.)
• Experience creating or managing knowledge bases, FAQs, or self-service platforms
• Bonus: Background in healthcare tech or familiarity with HIPAA compliance, EHRs, or patient-facing tools

Technical Requirements

• Reliable high-speed internet (20 Mbps or higher)
• Noise-cancelling headset
• Modern, fast computer or laptop
• Power and internet backup (UPS or similar)

Role Details

• Full-Time (Remote)
• Rate: $7 per hour (depending on experience)
• Work Schedule: To be determined (preference for EST or PST business hours)

If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.