PartnerHero · 2 weeks ago
Healthcare - Customer Support Team Lead
United States
Full-time
Remote
Mid, Senior Level
2+ years expCrescendo is a company focused on delivering peak customer experience performance through innovative technology and outsourcing expertise. The Team Lead role involves managing a customer support team, ensuring high performance, and fostering engagement while tracking key performance indicators to meet partner objectives.
ConsultingOutsourcingSoftware
Responsibilities
Manage your time effectively to fulfill daily/weekly/monthly tasks at the highest level of quality
Keep external partner POCs updated on the regular status and progress of your team
Ensure the team is performing at expected quantitative and qualitative levels
Contribute to critical team operations, including hiring, onboarding, training, quality control, feature request tracking, and team building
Establish a quality-focused team culture with strong communication and adherence to Crescendo Core Values
Manage team issues and risks, and develop mitigation initiatives and contingency plans to reduce potential impact; activate and implement these strategies when necessary
Examine required reports regularly to confirm the information has been correctly added and to detect any trends or improvements
Evaluate overall team happiness and engagement
Manage and mentor direct reports:
Directly manage and develop a team of high-performing team leads and associates
Monitor individual performance and well-being
Perform regular 1:1s with all direct reports, as well as skip-levels with other team members
Resolve personnel issues as they arise, leading disciplinary action as needed
Work on development programs for associates and leads
Assist leads with HR related issues and policies, payroll and bonus structures, and the management of the team
Contribute to Partner Operations oversight and knowledge sharing:
Participate in regular program reviews
Perform internal quality control check-ins with assigned programs
Support team leads and managers in establishing KPIs and meeting their program goals
Provide the leadership team with status updates and solutions to milestones, deliverables, risk assessment, etc
Ensure all solutions satisfy both the partner’s goals and Crescendo’s vision
Foster a problem-solving environment, demonstrating teamwork and innovation
Establish a standard and encourage the learning and sharing of best practices
Craft best practices and templates based on program needs/requirements
Qualification
Required
2+ years as a support Team Lead or equivalent
Excellent written communication
Amazing customer support sensibilities
Tech-savvy and Advanced proficiency on G-Suite/MS-Office
Experience successfully managing and mentoring other people managers
Experience leading hiring and interviews, training, and quality control programs
Great eye for detecting team and employee risk and mitigating potential issues
Track record of building positive relationships with employees and partners
Strong work ethic and a talent for bringing out the best in others
Passionate about sharing knowledge and helping others
Company
PartnerHero
PartnerHero provides companies with staffing customer experience and software development fields.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2024-10-02Acquired
Leadership Team
Alexandria Dells
Provider Operations Partner Associate
Allison Moore, M.Ed.
Training Manager, Partner Operations
Recent News
2025-06-04
Triad Business Journal
2025-01-01
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