Customer Success Team Lead

About the role

We are seeking a hands‑on Customer Success Team Lead to manage a frontline support team in New York. The role focuses on coaching representatives, handling complex service issues, and ensuring smooth daily operations to deliver an outstanding customer experience.

Key responsibilities

• Guide and support customer success representatives, providing coaching that improves service quality and team performance.
• Oversee incoming work queues and service activity to meet response expectations and maintain consistent coverage.
• Manage complex or escalated customer situations, driving prompt and well‑considered resolutions.
• Evaluate customer interactions and written records to ensure accuracy, compliance, and high service standards.
• Assist with training new hires and current staff, reinforcing procedures and encouraging development.
• Identify recurring service challenges or workflow inefficiencies and share actionable observations with leadership.
• Coordinate with internal partners to resolve issues, streamline support activities, and improve the customer experience.
• Set a positive example through dependable leadership, professionalism, and a strong commitment to customer care.

Required profile

• At least 2 years of relevant experience, including 1+ year in a lead, mentoring, coaching, or senior support capacity.
• Background in customer service, call‑center support, or customer‑facing service operations.
• Strong verbal and written communication skills with the ability to handle difficult conversations and de‑escalate concerns.
• Experience documenting customer interactions thoroughly and managing service issues with attention to detail.
• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Exposure to the healthcare industry or commercial insurance environments.
• Bilingual communication skills are a plus.

Required skills