Team Lead, Escalations
Team Lead, Escalations
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Job Description
About Us
Were looking for a hands-on technically savvy Team Lead to manage our Escalations Team which serves as the internal help desk for clinicians and operational staff. This team is responsible for resolving platform issues quickly supporting our member support team with technical needs coordinating during incidents and identifying recurring platform issues to reduce overall ticket volume. Youll play a key role in ensuring smooth operations excellent internal service and closing the loop between support engineering and product teams to drive platform improvements.
This is a cross-functional leadership role for someone who thrives at the intersection of support systems thinking and operational excellence.
Help reshape the world through proactive healthcare while working with cutting-edge technology and high performing teams with deep expertise - join us to make a difference in peoples lives!
What Youll Do
- Lead a team of escalation specialists supporting clinicians internal teams and member support on platform-related issues.
- Triage prioritize and resolve incoming escalations ensuring fast consistent and high-quality support.
- Partner with the Member Support team to resolve complex issues such as user account merges eligibility discrepancies or backend tooling needs.
- Collaborate with engineering and SRE teams during platform incidents to assess user impact coordinate communication and support response efforts.
- Ensure that all incident processes follow our defined SOPs including the use of the status page and participation in post-incident reviews.
- Monitor recurring platform issues and partner with product/engineering to advocate for fixes that reduce support volume and clinician friction.
- Drive improvements in support workflows tooling and documentation to scale internal support as the platform grows.
- Coach and mentor escalation team members foster a culture of operational excellence and track performance against SLAs and support metrics.
- Own reporting on key metrics such as ticket volume resolution times and the impact of upstream fixes.
What Youll Bring
- 5 years of experience in technical support internal tooling operations or incident management ideally in a SaaS or healthcare technology environment.
- Experience leading a team or function with a proven ability to manage day-to-day operations while driving long-term improvements.
- Strong understanding of support workflows triage processes and how to coordinate across technical and non-technical stakeholders.
- Familiarity with incident management frameworks and working knowledge of tools like Jira DataDog Statuspage or PagerDuty.
- Excellent written and verbal communication skills especially in high-pressure or cross-functional contexts.
- Empathy for internal users (clinicians support agents) and a commitment to improving their day-to-day experience with the platform.
Nice to haves
- Experience working directly with clinicians care teams or in a regulated environment like healthcare or fintech.
- Hands-on experience with internal tooling APIs or querying databases to support operational troubleshooting.
- Familiarity with post-incident review processes and contributing to continuous improvement in reliability practices.
- Experience building or maintaining knowledge bases runbooks or support documentation libraries.
- Experience automating user provisioning and identity lifecycle management using SCIM between services like JumpCloud and Auth0.
Our Values
First: we are Pioneers
- Transforming healthcare requires divergent thinking bias for action disciplined experimentation and consistent grit and determination to maintain momentum. This journey is as challenging as it is rewarding.
Second: we are Platform-Builders
- Were always building foundations that allow us to achieve tomorrow more than we did today. We never lose sight of whats ahead in a mindset of ownership and duty to our mission.
Above all: we are Patients
- We could all be the next person who walks through our very doors seeking clarity or peace of mind. We are proud of our impact on our patients lives and we wont stop till everyone can benefit from our work.
What We Offer
- An avenue to make a positive impact on peoples lives and their health
- We believe in preventative healthcare for everyone including our team - Prenuvo provides free whole-body scans to each team member
- Growth opportunities are at the heart of our people journey were doing big things with bright minds - there is no single path to success it can be shaped along the way
- Building strong relationships is at the core of everything we do - our team gets together each week to connect share and socialize
- Recognizing time away to restore is vital to our wellbeing - we have a flexible vacation policy and we will encourage you to use it
- We offer a comprehensive benefits package including health dental vision including Mental Health coverage to support you and your family
- The base salary for this role ranges from $150000-$175000 in local currency depending upon experience
We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status.
As part of the hiring process successful candidates will undergo a background check in compliance to applicable federal provincial and state rules.
Please be advised that official communication from our recruitment team will only come from our authorized domain . If you are contacted by a recruiter please ensure their email address ends with @. We do not use third-party recruitment services or any other email domains for hiring purposes. If you receive communication that you believe to be fraudulent please report it immediately to
Employment Type
Full Time
