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)