Tenovi, an Inc. 5000 Company · 2 days ago
Customer Support Team Lead
United States
Full-time
Remote
Mid, Senior Level
3+ years expTenovi is an Inc. 5000 Company seeking an experienced Support Team Lead to manage and develop their customer support team. The role involves leading a team to deliver exceptional service for medical devices and a remote patient monitoring platform, while also participating in hands-on support activities and ensuring team excellence.
Health CareInformation TechnologyMedicalMedical Device
Responsibilities
Manage a high velocity support operation providing client and patient support via email, chat, and phone
Manage schedules and coverage to ensure consistent performance against SLAs for responsiveness
Identify process bottlenecks and recommend improvements to reduce resolution time and improve CSAT
Develop and refine support processes, documentation, and knowledge base resources to scale team efficiency
Prepare regular reports on team performance, trends, and recommendations for management
Assist with team work as needed during PTO and unexpected volume spikes to maintain service levels
Lead, mentor, and develop a distributed support team (US and offshore representatives) through coaching, regular one-on-ones, and constructive feedback
Own quality assurance by monitoring call recordings, reviewing ticket documentation, and conducting regular coaching sessions to improve team performance
Recruit, onboard, and train new team members to maintain quality standards during rapid team expansion
Set team culture and standards by modeling excellence in customer interactions, technical troubleshooting, and problem-solving
Stay current on all supported devices, firmware updates, and technical specifications to guide team training
Manage a team that provides expert-level support for Tenovi's 50+ cellular-connected medical devices, Web App, and API integration to 350+ clients and 200k+ patients
Serve as first-line escalation point for complex technical issues, customer disputes, and exceptions that team members cannot resolve
Monitor KPIs including First Response Time, resolution rates, and Customer Satisfaction (CSAT) scores
Partner with Product and Engineering to relay customer feedback, recurring issues, and feature requests
Coordinate with Sales, Integration Engineers and CSMs on escalations, feature requests, and account health management
Participate in company-wide initiatives including product launches, customer events, and team meetings
Qualification
Required
Bachelor's degree in Business, Communications, IT, Healthcare Administration, or similar field (or equivalent professional experience)
3–6+ years of total experience in customer support/technical support roles
1–2+ years of direct management or supervisory experience in a SaaS, healthcare, medical device, or similar regulated industry environment
Hardware support experience with demonstrated ability to troubleshoot technical issues and explain solutions to both technical and non-technical audiences
Proven track record of building and developing high-performing teams
Strong written and verbal communication skills with the ability to communicate clearly across all customer and internal audiences
Experience working in fast-paced, growth-stage environments
Proficiency with support ticketing and VOIP platforms (HubSpot Service Hub, Aircall preferred)
Familiarity with HIPAA compliance and healthcare data privacy requirements
Preferred
Experience managing distributed, international, or remote teams across time zones
Experience with SaaS healthcare applications or cloud-based medical platforms
Experience with customer relationship management (CRM) systems
Bilingual English/Spanish
Company
Tenovi, an Inc. 5000 Company
Tenovi provides proprietary hardware and software needed to power remote monitoring programs with the first plug and play cellular gateway, a growing suite of FDA-cleared user friendly devices, and an intuitive clinician software portal.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$6.45M2023-08-10Series A· $4.25M
2022-07-11Seed· $1.5M
2021-05-27Pre Seed· $0.7M
Leadership Team
Dan Zondervan
Chief Technology Officer
Recent News
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