Customer Support Team Lead

Summary

Join PartnerHero x Crescendo as a Team Lead and help patients access mental healthcare. You will work with patients and insurance payers, leading a team of associates, optimizing operations, and ensuring the partner's mission is fulfilled. 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 full-time, permanent, remote position based in the US, starting September 11, 2025. The role requires 2+ years of customer experience and excellent communication skills. A passion for mental healthcare and knowledge of care coordination are preferred.

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

Benefits

• Flexible working arrangements (US Only)
• Hybrid working arrangements (all other countries)
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Competitive retirement benefits (US only)
• 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