Team Lead, Client Support (West)

Company Overview: 

Designed for beauty, built for growth, PatientNow brings clinical-grade EMR with intuitive charting, smart AI automation, advanced photography, marketing, patient engagement, and seamless practice management into one elegant system. Everything works together naturally, helping clients create a smooth, intentional patient experience from consultation to checkout. Supported by a U.S.-based team that understands the pace and artistry of aesthetics, PatientNow provides the technology and partnership to scale with confidence.

Vision: Empowering practices and businesses to improve health and wellness worldwide by helping their clients look and feel their best.

Mission: PatientNow is elevating businesses focused on beauty, wellness and medical aesthetics with innovative, all-in-one software and consulting service solutions. People who partner with us stand out in the industry with strong market differentiation, while streamlining operations for long term success and sustainable growth.

Values:

• Show up – being present and supportive: for each other through collaboration and respect, for our customers with exceptional service, and for the business with dedication to excellence and growth.
• Own the outcome – By understanding the objective, exceeding expectations with pride, confirming resolution, communicating early and often, and continuously learning and improving
• Be Authentic – By sharing thoughts and opinions, keeping promises, showing your true self, and engaging with respect

Position Summary:

The Team Lead, Client Support plays a critical role in ensuring excellent day-to-day service for our clients while supporting and guiding a team of Client Support Specialists. This role combines hands-on customer support responsibilities with team leadership, coaching, and operational oversight. The Team Lead helps resolve complex customer issues, monitors daily workflows, and drives continuous improvement in service delivery. This is an ideal role for a high-performing support professional ready to take on leadership responsibilities while still contributing directly to client satisfaction in a fast-paced SaaS environment. This team lead will cover west coast hours of 11:30am ET / 8:30am PT - 8pm ET/ 5pm PT.

Essential Duties and Responsibilities:To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer Support

• Serve as a point of escalation for complex or high-impact client issues
• Manage a partial caseload of tickets to remain connected to frontline support
• Ensure timely, accurate, and empathetic responses across all support channels (email, chat, phone)

Team Leadership & Coaching

• Provide day-to-day guidance and mentorship to Client Support Specialists
• Monitor team performance metrics (e.g., response time, resolution time, CSAT) and assist with
• workload balancing
• Conduct ticket reviews and provide feedback to ensure quality and consistency
• Support onboarding and ongoing training of team members

Process & Operations

• Identify recurring issues or process inefficiencies and recommend solutions
• Assist with documentation updates, internal knowledge sharing, and improvements to self-service content
• Help manage queue prioritization and schedule coordination to meet SLAs

Cross-Functional Collaboration

• Partner with Product, Engineering, and Implementation teams to triage bugs or escalate client
• issues appropriately
• Provide insights from customer interactions to inform product improvements and support tools
• Participate in planning meetings and contribute to support initiatives and continuous improvement efforts

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against st