Team Lead, Customer Support Agent
Heidi Health
full-time
Posted on:
Location Type: Remote
Location: Philippines
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Job Level
About the role
- Lead and support Customer Support Agents in day-to-day operations, providing real-time guidance during live customer interactions and stepping into the queue or handling complex or sensitive escalations as needed.
- Conduct regular 1:1s and contribute to team meetings to coach agents on communication, judgment, and case handling, supporting ongoing learning and development.
- Review customer interactions - including DSAT tickets, reopens, and complex cases to identify coaching opportunities and reinforce best practices.
- Assess agent performance against expectations and competencies, contributing input to performance reviews and development planning.
- Participate in the recruitment and onboarding of new support agents, including conducting interviews, providing structured feedback, and supporting new hires to ramp effectively and feel supported.
- Monitor live ticket queues, volumes, and coverage to ensure timely responses and smooth flow of work across shifts.
- Track and interpret key business metrics (e.g. CSAT, response times, resolution rates), surfacing weekly insights and action points to Support Leadership.
- Ensure consistent application of existing processes and SOPs, supporting agents in prioritising, escalating, and applying sound judgment in edge cases.
- Contribute to the creation and ongoing improvement of support SOPs by providing frontline insights, identifying gaps or edge cases, and partnering with enablement to ensure guidance is clear, practical, and effective.
- Foster a positive, supportive team environment that promotes engagement, psychological safety, and high standards of care.
- Recognise strong performance, support agents through challenges, and address signs of burnout or disengagement early.
- Surface recurring issues, risks, and operational challenges to Support Leadership with clear examples and context.
- Partner with peers to ensure a consistent, high-quality customer experience across shifts and regions.
Requirements
- 2+ years proven experience in customer support, with experience coaching or leading frontline teams and with exposure to SaaS or HealthTech preferred.
- Strong customer empathy and a clear understanding of what high-quality support looks like in practice.
- Excellent written and verbal communication skills, with the ability to coach others on tone, clarity, and empathy. Ability to give clear, constructive feedback and use real examples to drive learning.
- Sound judgment and problem solving skills, with high attention to accuracy. Ability to analyse support trends and translate them into process improvements and recommendations.
- Comfort managing live operations, making real-time decisions, and supporting teams under pressure.
- Strong ownership mindset, with pride in developing people and upholding quality standards.
- Flexibility - this role is expected to have flexibility of weekend/evenings work as we may be required to adjust the roster to suit current challenges.
Benefits
- Work from home, with possibility of hybrid work in the future
- Learn from some of the best engineers and creatives, joining a diverse team
- The rare chance to create a global impact as you immerse yourself in one of the leading healthtech startups
- If you have an impact quickly, the opportunity to fast track your startup career!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportcoachingperformance reviewscase handlingSOP creationdata analysisprocess improvementproblem solvingmetrics trackingrecruitment
Soft skills
communicationcustomer empathyjudgmentattention to detailownership mindsetflexibilityteam supportengagementpsychological safetyconstructive feedback