Healthcare - Customer Support Team Lead

Role Details

Type of Support: Omnichannel
Contract Duration: Full-Time, Permanent
Training Schedule: TBD
Work Schedule: To be determined | with Weekends work
Work Type and Location: Remote, US only
Expected Start Date: ASAP

About Us

PartnerHero is now Crescendo — a stronger, bolder force in customer experience.
Crescendo represents growth, momentum, and transformation. By bringing together PartnerHero’s world-class outsourcing expertise and Crescendo’s innovation in customer experience and operations, we’re setting a new global standard.

We deliver Augmented AI — the powerful combination of agentic AI and real human expertise — giving our partners scalable, 24/7 support in any language without compromising quality or empathy.At Crescendo, we don’t just connect talent with opportunity — we elevate businesses and people worldwide. Our integrated technology, global reach, and people-first culture empower teams to thrive and partners to grow faster.

Welcome to Crescendo. Welcome to what’s next.

The Role

Are you interested in mental health? Our partner is building a new mental healthcare system that everyone can access. We are looking for a Team Lead who will work with patients to help them find an in-network mental health provider and will also work with the insurance payers as well as facilitate successful operations by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations.

This team’s mission is to deliver on the partner’s promise to providers, and in this role, you will ensure this mission through one-on-one interactions with our insurance payers and patients. By working with customers through email and phone you will guide them through any challenges, and resolve their operational and technical issues. You will consistently identify any trends and patterns in our providers' and patients' experience, and advocate for process and product changes to remove any friction and create a delightful experience.

As a Team Lead you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team. You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills. Your contribution is limitless and not confined to this job description. Being in healthcare tech, you thrive in a high-paced tech environment and have a strong interest or prior experience in healthcare.

What You’ll Do:

• 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

What We Expect From You:

• 2 + years of experience in a Customer Experience role
• Atleast 1 year in Leading a Team.
• 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
• Knowledge/experience in care coordination, medical scheduling, and medical administration preferred
• An identification with PartnerHero’s Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust

What You’ll Get In Return:

• 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

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re 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 what’s next.
• Take ownership: Bold choices with integrity at the core—that’s 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 accommodations for 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 [email protected] .

PRIVACY NOTICE

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