TL, Support (Team Lead, Product Applications Support) - Remote

About Net Health

Belong. Thrive. Make a Difference.

Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you.
A high-growth and profitable company, we help caregivers harness data for human health. We also honor and respect the needs of our Net Health family and staff, which is why we offer a work-from-anywhere environment and unlimited PTO. Our welcoming and collaborative culture paired with progressive benefits makes Net Health the ultimate career home!
As a leading-edge SaaS company in healthcare, we deliver solutions that help patients get better, faster, and live more fulfilling lives. Our software and predictive analytics cover the continuum of care, from hospital-to-home, across various medical specialties. Come join us and start the next chapter of your exciting career while helping others to live better lives.

World-Class Benefits That Reflect Our World-Class Culture.

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JOB OVERVIEW

The Team Lead, Support is responsible for leading a team in delivering an excellent experience for clients through all communication channels. They are responsible for hiring, training, mentoring, coaching, recognizing and rewarding your team. They will participate in direct client communications, escalated cases and assisting their direct supervisor with projects and strategic forward planning activities.

RESPONSIBILITIES AND DUTIES

• Direct and communicate daily activities of employees so that customer service cases are responded to and resolved according to department best practices.
• Provide continual evaluation of processes and procedures.
• Define and maintain the agenda for weekly team meetings to ensure relevant information from other departments is disseminated to team.
• Coordinate with leads from other departments on joint projects and to promote effective communications between teams.
• Report statistical and performance data including analyses of patterns and trends of customer feedback and utilization data.
• Provide performance feedback and coaching on a regular basis to each team member as well as write and administer quarterly reviews for skill improvement and development.
• Provide appropriate coaching, counseling, direction and resolution to team members.
• Ongoing development and maintenance of a formal knowledge base.
• Respond to and resolve employee relations issues expressed by team members; create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
• Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
• Work as a member/leader of special and/or on-going projects that are important to the success of the department.
• Perform daily/core job functions of direct reports if needed to ensure customer service standards are met during periods of high volume, unforeseen understaffing, etc.
• Serve as the first point of escalation for client concerns, issues, etc.

QUALIFICATIONS

• High School diploma or equivalent GED.
• 5+ years of experience in client service or technical support role.
• Minimal travel (10%) may be required.

INTERACTION

This role will work closely with key departmental and project stakeholders across the organization. Therefore, the ability to work collaboratively and effectively with all levels of management and staff within the organization is a key priority in this role.

SUPERVISORY RESPONSIBILITIES

This role may manage staff and carry out supervisory responsibilities in accordance with Corporate policies and applicable laws. Responsibilities may include interviewing, hiring and training employees, planning, assigning and directing work, appraising performance, rewarding and disciplining employees and addressing complaints and resolving problems.

COMMUNICATION AND COGNITIVE ABILITIES

• Cooperate with matrixed team members to meet goals or complete tasks.
• Must be comfortable working in ambiguous and/or stressful situations.
• Must be self-motivated and know when to seek guidance; detail-orientation is a must.