Customer Support Team Lead

at  Fullsteam

It’s fun to work in a company where people truly BELIEVE in what they’re doing!
Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.
EZClaim a Fullsteam organization is a medical billing and scheduling software company that provides a feature-rich practice management system specifically tailored for the small to medium-sized provider office and outsourced medical billing firms. It also integrates with a number of EMR/EHR vendors.
EZClaim is looking for a Customer Support Team Lead. The purpose of this role is to establish a foundation for the team’s success. It is crucial as it enables team members to foster positive customer interactions and promotes their professional development.
Responsibilities:

First escalation point for customer/employee issues:

• Determine needs and Issue customer credits or refunds as deemed appropriate

Manage support channels:

• Ensure coverage of absent employee tickets/voicemails
• Review client feedback and work with team members and customers to follow up as needed
• Ensure all communication channels are available and have adequate coverage
• Ensure team members are meeting SLA’s
• Identify areas of improvement for all aspects of the onboarding process and work with management to create, document, and implement solutions
• Assist with support coverage as needed

Manage expansion process for existing clients (OPOS)

Customer Retention:

• Speak with clients wishing to cancel services to understand why
• Determine what discounted services or delayed invoicing is appropriate to maintain the client and offer the options you determine to be appropriate
• Gather customer requirements on improvements needed to remain a customer and provide to leadership/product. Analyze user feedback, review with Customer Success and Retention team and escalate to the Product Advisory Board when appropriate
• Monthly review of cancellations with team for process or product improvement and provide recommendations to appropriate teams/leadership

Product Expert:

• Keep up to date on product features and enhancements
• Ensure documentation of the functional requirements detailing how the software should work are available for team members and customers. These may be represented as training tutorials, user documents, and/or release notes for internal and/or external publication
• Coordinate with Fullsteam to keep updated on terminal updates and troubleshooting
• Train team and/or new hires on product features as needed

Partner Relationships:

• Serve as the main point of contact for partner support
• Coordinate trainings as needed
• Share communication with team or management as applicable

Participate with the Product Advisory Board:

• Attend product advisory board meetings
• Review feature requests and create charters as appropriate
• Give input during product planning meetings
• Communicate updates to the team as available

Coordinate representation from support at events as needed

• Promote and assist in sales
• Promote new features and speak to current clients

Supervisory Responsibilities:

• Reviews resumes, conducts initial interviews, and provides input on hiring decisions
• Aid in the onboarding of new employees following company processes
• Keep Monday board up to date with employee onboarding schedule/tasks
• Monitor and report on weekly KPIs
• Work with team leads for weekly meeting content
• Manage PTO requests and schedule adjustments within the team while maintaining adequate coverage
• Assist management with CRM maintenance, workflows, and setup
• Aid in creating and monitoring progress of quarterly goals for team members
• Motivate team members
• Conduct standup meetings with team members
• Listen to team member’s feedback and resolve conflicts
• Gather feedback on continuous improvement ideas
• Understand what motivates key individuals for employee engagement and employee retention

Budget Responsibilities:

• Manage overtime needs to cover employee absences or high-volume needs of the support team

Primary Qualifications:

• Strong communication skills
• Strong decision-making skills
• Organization and time-management skills
• Ability to set clear team goals
• Ability to delegate tasks and set deadlines for other team members
• Ability to inspire and lead by example. Team leads must foster a positive work environment for their team members
• Experience in practice management, software, or medical billing

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.

Supervisory Responsibilities:

• Reviews resumes, conducts initial interviews, and provides input on hiring decisions
• Aid in the onboarding of new employees following company processes
• Keep Monday board up to date with employee onboarding schedule/tasks
• Monitor and report on weekly KPIs
• Work with team leads for weekly meeting content
• Manage PTO requests and schedule adjustments within the team while maintaining adequate coverage
• Assist management with CRM maintenance, workflows, and setup
• Aid in creating and monitoring progress of quarterly goals for team members
• Motivate team members
• Conduct standup meetings with team members
• Listen to team member’s feedback and resolve conflicts
• Gather feedback on continuous improvement ideas
• Understand what motivates key individuals for employee engagement and employee retentio

Budget Responsibilities:

• Manage overtime needs to cover employee absences or high-volume needs of the support tea