Customer Support Team Lead – US Market (Remote)

About the role

Carepatron is a fast‑growing healthcare platform that supports over 100,000 professionals across more than 100 specialties. We are looking for a Customer Support Team Lead to own the US‑market support experience, coach a small group of specialists, and handle the most complex tickets yourself.

Key responsibilities

• Lead and coach a team of support specialists, ensuring high‑quality written communication and deep product knowledge.
• Maintain personal involvement in the support queue for escalations and difficult cases.
• Set and monitor quality standards across chat, email, and the help‑centre.
• Own first‑response time, resolution time and satisfaction metrics, reporting transparently.
• Develop and improve self‑service resources, including a 250‑article help centre and AI‑driven Intercom bot.

Required profile

• Strong customer‑centric mindset with a focus on proactive follow‑up.
• Ability to handle high‑pressure situations, such as insurance claim rejections or large data migrations.
• Excellent judgment and willingness to admit knowledge gaps while quickly finding solutions.

Required skills

• Experience with Intercom or similar customer‑support platforms.

What we offer

• Fully remote work for the US market.
• Opportunity to shape the support function of a mission‑driven health‑tech company.
• Collaborative culture focused on reducing back‑office burden for clinicians.