Team Lead, Frontline Support

Summary

Join Heard, a rapidly growing financial solution provider for therapists, as an L1 Frontline Support Team Lead! This integral role within the Customer Experience team involves managing a team, directly engaging with customers across various channels, and escalating complex issues. You will perform quality assurance on tickets and contribute to project work, including documentation and training. The ideal candidate possesses demonstrated leadership experience, familiarity with customer service solutions, and excellent communication skills. Heard offers a competitive salary and benefits package, including flexible PTO, medical coverage, retirement support, and wellness stipends.

Requirements

• Demonstrated leadership experience
• Familiarity with modern ticketing, customer engagement, and CMS solutions within customer service environments such as Zendesk, Salesforce Service Cloud, or Help Scout
• Demonstrated product or customer service experience, preferably in a SaaS B2B setting
• Excellent written and verbal communication skills
• Comfortable conversing with customers via their preferred channels, including email, social media, live phone calls, and chat
• Natural-born evangelist with enthusiasm for the customer
• Hunger for troubleshooting and problem solving

Responsibilities

• Directly manage L1 Frontline Support team members (10%)
• Perform proactive and reactive QA of tickets using a quality rubric each month (20%)
• Directly respond to, and engage with, inbound customer inquiries and requests, covering a wide-range of topics through various Support channels (40%)
• Review and escalate customer requests to L2 Support teams, Marketing, Sales, and other partner departments, as validated (20%)
• Develop familiarity with the business processes and financing / accounting best practices underpinning Heard in order to answer basic questions related to these functions (10%)

Benefits

• Opportunity to revolutionize the mental health industry and build both relationships and teams that make a tangible impact on our customers and their patients
• An environment that prioritizes your psychological safety always. We empower team members to be relentlessly curious and act with 100% ownership, believing that we can go the extra mile, together
• Competitive salary package and benefits, which include flexible PTO, medical coverage, retirement support, and wellness stipends
• $25 - $30 an hour