US - Customer Support Team Lead

Role Details

Type of Support: Omnichannel (Phone, Email, & chat)
Contract Duration: Full-Time
Training Schedule: Monday - Friday | 9:00 am - 6:00 pm, Saturdays and Sundays Off
Work Schedule: Open to shifting schedules (subject to business requirements)
Work Type and Location: United States, FL (Remote)
Expected Start Date: December 18, 2025
 

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.

Join us at Crescendo, and let’s build the future of customer experience together.
 

The Role

Are you interested in mental health? Our partner is building a new mental healthcare system that everyone can access. We are looking for a Team Lead who will work with patients to help them find an in-network mental health provider and will also work with the insurance payers as well as facilitate successful operations by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations.

This team’s mission is to deliver on the partner’s promise to providers, and in this role, you will ensure this mission through one-on-one interactions with our insurance payers and patients. By working with customers through email and phone you will guide them through any challenges, and resolve their operational and technical issues. You will consistently identify any trends and patterns in our providers' and patients' experience, and advocate for process and product changes to remove any friction and create a delightful experience. 

As a Team Lead you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team. You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills. Your contribution is limitless and not confined to this job description. Being in healthcare tech, you thrive in a high-paced tech environment and have a strong interest or prior experience in healthcare. 
 

What You’ll Do:

• Helping patients gain access to mental healthcare through email and phone
• Troubleshooting problems with users and you will educate them
• Coordinating between insurance payers and patients to arrange care 
• Supporting patients in finding the best provider who meets their needs ("provider matching") 
• Explaining benefits details and out of pocket costs according to the patient’s plan
• Triaging high-urgency customer situations with clear, empathetic, and solution-oriented communication
• Advocating for payers and patients by proactively surfacing frictions in customer experience, and proposing process and product iterations, in the service of the partner’s mission 
• Providing constant valuable feedback for all stakeholders - Program Manager, Partner POC and Associates
• Attending and contributing to weekly meetings with the partner
• Leading weekly team meetings or huddles
• Conducting regular 1:1s with each of your direct reports
• Providing quality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required
• Providing and/or facilitating training to new hires or current associates as needed
• Supporting/Assisting associates during production and assigning associates to new and different tasks as required
• Monitoring production levels for each associate (using Zendesk Explore or other metric data tools)
• Build and maintains the team’s schedule to ensure appropriate coverage
• Participating in the hiring process by helping to Identify and select ideal candidates according to the program’s needs
• Ensuring all applicable Crescendo policies are followed
   

What We Expect From You:

• 2 + years of experience in a Customer Experience role
• Atleast 1 year in Leading a Team.
• Excellent verbal and written communication skills; comfort with phones, and sensitive conversations
• Strong empathy skills and listening skills 
• Passion for expanding access to mental health care
• Knowledge