L2 Technical Support Team Lead

Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:

Amwell is seeking a motivated and energetic Technical Support Team Lead to join the Client Services Customer Support team. As Lead for a team of Tier 2 Technical Support Specialists, your primary focus will be ensuring that our Specialists have the skills, tools and information needed to deliver world class support to our Amwell customer base. In this Customer-facing role, you will coach and develop the team to resolve a wide range of technical product support issues optimizing resolution time and quality. You play a lead role in identifying and implementing ideas that elevate the Customer experience including process improvements, automation or Specialist training. You will liaise with our Tier 3, Hosting, Engineering and Customer Success teams when needed to assist with troubleshooting problems for our Customers and will represent Tier 2 during critical incident management. Strong communication skills, relationship building, conflict management, attention to detail, and a passion for customer experience are all key attributes for this role.

Core Responsibilities:

• Actively monitoring and managing customer support case queues as well as phone queues, to ensure that customer service KPI’s and metrics are adhered to and that customer receive a superior support experience.
• Ensure that cases are assigned to the optimal resources to ensure timely resolution.
• Provides thought leadership for case management: identifying process gaps and ensuring consistent standards across teams.
• Responsible for Customer Satisfaction and Net Promoter score analysis and recommending corrective actions where appropriate.
• Ensures team compliance with processes and adherence to stated KPI’s.
• Be an advocate for the Customer, coaching team members to deliver an exceptional experience reflecting empathy and urgency for any struggles our Customers may face
• Create, track and manage the operational performance with the utmost sensitivity to the Customer’s experience and needs covering all product lines
• Oversee daily stand-up calls and team meetings to ensure all team members are engaged, informed and collaborating to achieve defined goals/OKRs
• Technically proficient to assist troubleshooting efforts, support critical incidents and optimize Tier 2 support, communicating with internal and external Customers as needed
• Handle time-sensitive situations with a calm and professional demeanor
• Develop and implement a quality framework, provide timely feedback to Specialists and develop training or development plans to address learning opportunities
• Provide input to help track and report recurring product and vendor performance trends, escalating these insights when needed
• Stay informed on new product releases, configuration updates and procedures to ensure we deliver exceptional quality
• Manage the rotational On-Call Support plan, participating in support if/when needed
• Create and execute a robust team training and development plan to grow and retain talent
• Provide regular performance evaluations to team members, elevating performance and supporting career growth and retention
• Drive a positive service culture by utilizing reward and recognition programs.
• Performs other duties and/or projects as assigned. 

Qualifications:

• Actively monitoring and managing customer support case queues as well as phone queues, to ensure that customer service KPI’s and metrics are adhered to and that customer receive a superior support experience.
• Ensure that cases are assigned to the optimal resources to ensure timely resolution.
• Provides thought leadership for case management: identifying process gaps and ensuring consistent standards across teams.
• Responsible for Customer Satisfaction and Net Promoter score analysis and recommending corrective actions where appropriate.
• Ensures team compliance with processes and adherence to stated KPI’s.
• Be an advocate for the Customer, coaching team members to deliver an exceptional experience reflecting empathy a