Healthcare Customer Support Team Lead

Role Details

Location: AZ DE FL GA ID KS MD MI NV NC OR TX VA WA SC
Work Arrangement: Remote
Type of Support: Phone Email and Chat
Contract Duration: Full-Time Permanent
Training Schedule: Monday - Friday 9:00 AM - 6:00 PM ET
Work Schedule: Monday - Friday 9:00 AM - 6:00 PM ET
Expected Start Date: January 15 2026

About Us

Crescendorepresents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations delivering results that scale and support that never sleeps.

More than that Crescendo is about people. We dont just connect talent with opportunitywe create a place where careers grow ideas thrive and people are empowered to make an us at Crescendo and lets build the future of customer experience together.

Welcome to Crescendo. Welcome to whats next.

The Role

As a Team Leadyou will support partner operations at Crescendo through the day-to-day management and supervision of a focused this role you will oversee the operational functions related to your team. Your primary responsibility is to deliver on objectives and key results for your partner through managing your team to high standards and tracking Key Performance Indicators. You will provide support to Program Managers and partner operations through sharing your knowledge and expertise with others fostering engagement and creating visibility of your teams work.

What Youll Do:

• Manage your time effectively to fulfill daily/weekly/monthly tasks at the highest level of quality
• Keep external partner POCs updated on the regular status and progress of your team
• Ensure the team is performing at expected quantitative and qualitative levels
• Contribute to critical team operations including hiring onboarding training quality control feature request tracking and team building
• Establish a quality-focused team culture with strong communication and adherence to Crescendo Core Values
• Manage team issues and risks and develop mitigation initiatives and contingency plans to reduce potential impact; activate and implement these strategies when necessary
• Examine required reports regularly to confirm the information has been correctly added and to detect any trends or improvements
• Evaluate overall team happiness and engagement
• Manage and mentor direct reports:
• Directly manage and develop a team of high-performing team leads and associates
• Monitor individual performance and well-being
• Perform regular 1:1s with all direct reports as well as skip-levels with other team members
• Resolve personnel issues as they arise leading disciplinary action as needed
• Work on development programs for associates and leads
• Assist leads with HR related issues and policies payroll and bonus structures and the management of the team
• Contribute to Partner Operations oversight and knowledge sharing:
• Participate in regular program reviews
• Perform internal quality control check-ins with assigned programs
• Support team leads and managers in establishing KPIs and meeting their program goals
• Provide the leadership team with status updates and solutions to milestones deliverables risk assessment etc.
• Ensure all solutions satisfy both the partners goals and Crescendos vision
• Foster a problem-solving environment demonstrating teamwork and innovation
• Establish a standard and encourage the learning and sharing of best practices
• Craft best practices and templates based on program needs/requirements
  

What We Expect From You:

• 2 years as a support Team Lead or equivalent
• Excellent written communication
• Amazing customer support sensibilities
• Tech-savvy and Advanced proficiency on G-Suite/MS-Office
• Experience successfully managing and mentoring other people managers
• Experience leading hiring and interviews training and quality control programs
• Great eye for detecting team and employee risk and mitigating potential issues
• Track record of building positive relationships with employees and partners
• Strong work ethic and a talent for bringing out the best in others
• Passionate about sharing knowledge and helping others
  

Heres Whats On the Table:

• Take on challenges that actually move the needle in an industry ready for change.
• Earn competitive pay while building a career with endless opportunities.
• Enjoy remote work with the focus and flexibility to do your best work.
• Grow in an environment that rewards ambition and sharp execution.
• Thrive in a team environment where collaboration is the foundation of your success.
• Be part of a people-first values-driven organization
• Work with innovative global partners and diverse teams

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendos privacy program including your rights and options for managing the personal data you submit to us please visit our Privacy Center here.