Customer Support Team Lead

Summary

Join PartnerHero as a Team Lead and help patients access mental healthcare. You will work with patients and insurance payers, leading a team of associates to optimize operations and ensure a positive customer experience. Responsibilities include troubleshooting user problems, coordinating care, provider matching, explaining benefits, and advocating for process improvements. You will lead team meetings, conduct 1:1s, provide feedback, and participate in the hiring process. This is a permanent, full-time remote position based in the US, starting May 22nd, 2025. PartnerHero offers competitive compensation, a wellness program, attractive benefits, and various professional development opportunities.

Requirements

• 2 + years of experience in a Customer Experience role
• 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
• An identification with PartnerHero’s Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust

Responsibilities

• 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 PartnerHero policies are followed

Preferred Qualifications

Knowledge/experience in care coordination, medical scheduling, and medical administration preferred

Benefits

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development