Healthcare Team Lead – Temporary

Crescendo

Team Lead for Customer Support at Crescendo empowering representatives to ensure excellent customer experience. Leading training, analyzing performance metrics, and optimizing customer service operations.

Posted 7/14/2026contractRemote • Arizona, Florida, Idaho, Kansas, Maryland, Missouri, Nevada, North Carolina, Oregon, South Carolina, Texas, Virginia, Washington • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and team management capabilities, with a focus on enhancing customer satisfaction through effective communication and data-driven process improvements. Proven ability to analyze metrics and implement strategies that drive performance in a fast-paced customer support environment.

Highest-signal resume keywords

Customer Support SupervisionTeam LeadershipPerformance Metrics AnalysisCustomer Satisfaction ImprovementConflict Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI AnalysisProcess OptimizationCustomer Service Workflow DevelopmentData-Driven Decision MakingPerformance Reporting

Soft Skills

Excellent CommunicationTeam MotivationAdaptabilityProblem SolvingConflict Management

Industry Keywords

Contact Center EnvironmentCustomer InquiriesCustomer ComplaintsCustomer LoyaltyEmployee Performance Management

About the role

Key responsibilities & impact

Lead, mentor, and coach a team of customer support representatives, providing guidance and support to ensure optimal performance outcomes.
Conduct regular team meetings and provide ongoing training and development opportunities to enhance skills and knowledge.
Ensure that all customer inquiries, concerns, and complaints are addressed promptly and effectively, maintaining the highest levels of customer satisfaction.
Develop and optimize customer service processes and workflows to improve efficiency and productivity.
Analyze metrics and KPIs, such as response times, first contact resolution, and customer satisfaction scores, and take necessary actions to meet or exceed targets.
Prepare regular reports on customer service performance, including key metrics, trends, and customer feedback, and present findings to management.
Identify areas for improvement and implement strategies to enhance customer service operations based on data-driven insights.
Handle employee issues, including performance concerns, conflict resolution, and disciplinary actions when necessary.

Requirements

What you’ll need

Proven experience in a customer support supervisory role, preferably in a contact center environment.
Strong leadership and team management skills, with the ability to motivate and inspire a team.
Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and team members.
Experience influencing and motivating employees to attain stated metrics/KPIs in a production environment.
Strong analytical skills, adept at addressing challenges and enhancing efficiency in high-pressure situations, with a high degree of adaptability.
Extensive experience in client interactions, focusing on satisfaction and loyalty, with a proactive approach to implementing innovative solutions.
Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.

Benefits

Comp & perks

Be part of a people-first, values-driven organization
Work with innovative global partners and diverse teams
Remote working arrangements
Competitive base salary
Generous paid time off
Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
Competitive retirement benefits
Access to free posture-based fitness workouts from home
Training and professional development opportunities