Customer Support Team Lead

Customer Support Team Lead

Department: Success

Location: Hybrid (2 days in-office, 3 days remote)

Employment Type: Full-Time

About Healthmonix

Healthmonix is a female-owned healthcare analytics company focused on helping organizations drive value-based care solutions. As a CMS Qualified Registry since 2009, Healthmonix's industry-leading software has assisted more than 52,000 providers in reporting quality measures while improving financial outcomes Founded in 2007, Healthmonix is rooted in quality metric development, performance improvement, and driving outcomes for healthcare organizations nationwide. Located just outside Philadelphia, we proudly serve clients throughout the United State

Position Overview

Healthmonix is seeking a Customer Support Team Lead to help deliver an exceptional customer experience while supporting and guiding a small team of Customer Support Representatives.This is a hands-on leadership role that combines customer support, team mentorship, process improvement, and cross-functional collaboration. The ideal candidate enjoys helping customers solve problems, thrives in a fast-paced environment, and is looking to grow their leadership skills within a growing healthcare technology company. This role is well-suited for a Senior Customer Support Representative, Team Lead, Supervisor, or emerging people leader looking to take the next step in their career.

Responsibilities

Team Leadership & Support

• Provide day-to-day guidance, coaching, and support to the Customer Support team
• Assist with onboarding and training new team members
• Help foster a collaborative, customer-focused team environment
• Conduct regular team meetings and individual check-ins
• Support workload distribution and ensure timely follow-up on customer requests

Customer Support

• Serve as a point of escalation for complex customer questions and issues
• Assist customers via phone, email, and chat as needed, particularly during high-volume periods
• Ensure customers receive timely, professional, and accurate support
• Partner with team members to resolve customer concerns and improve the overall customer experience

Process Improvement

• Help develop and maintain support documentation, training materials, and customer resources
• Identify opportunities to improve workflows, communication, and operational efficiency
• Support the development of self-service resources and knowledge base content
• Identify opportunities to leverage AI and automation tools to improve team efficiency and customer satisfaction
• Help ensure accurate use of systems such as HubSpot, Jira, and internal knowledge bases

Cross-Functional Collaboration

• Partner with Customer Success, Product, and Development teams to communicate customer feedback and recurring issues
• Assist in identifying trends and recommending solutions to improve customer outcomes
• Support organizational initiatives that enhance the customer experience

Required

• Bachelor's degree or equivalent professional experience
• 3–5 years of experience in customer support, customer success, healthcare operations, or another customer-facing role
• Strong communication and interpersonal skills
• Excellent organizational skills and attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency with Microsoft Office and cloud-based business systems

Preferred

• Experience in healthcare technology, healthcare operations, or SaaS environments
• Experience using HubSpot, Jira, Zendesk, or similar CRM/support platforms
• Previous experience mentoring, training, onboarding, or leading team members
• Familiarity with CMS programs, MIPS reporting, or value-based care initiatives

What Makes Someone Successful in This Role

• Enjoys helping customers solve problems
• Leads by example and is comfortable serving as a player-coach
• Communicates effectively with customers and teammates
• Takes initiative and continuously looks for ways to improve processes
• Thrives in a collaborative environment
• Has a desire to grow professionally and take on increasing responsibility over time

Additional Information

This role includes a significant customer support component and requires a leader who is comfortable remaining actively involved in day-to-day operations while helping guide and develop the team.

Our business experiences a peak season related to annual healthcare reporting deadlines. During this time, the team works closely together to ensure customer success and timely completion of reporting requirements.

Compensation & Benefits

• Competitive base salary
• 401(k) with company match
• Phantom stock program
• Medical, dental, and vision insurance
• Paid time off
• Hybrid work environment
• Professional growth opportunities