Team Lead, Clinical Budget Operations

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Daily management, prioritization, and coordination of customer support inquiries within Zendesk.

• Diagnose customer-reported issues and facilitate prompt resolution with internal teams.

• Ensure proper categorization, routing, prioritization, and resolution of tickets within SLA standards.

• Oversee ticket queues, backlog, and aging tickets for timely follow-up and resolution.

• Communicate with customers regarding the status of issues, timelines, and progress towards resolution.

• Escalate complex product defects, integration challenges, and service-impacting incidents to Product and Engineering teams.

• Identify recurring support problems and suggest operational or product enhancements.

• Foster cross-functional communication during issues affecting customers.

• Engage in root cause analysis and post-incident evaluations.

• Enhance incident response workflows, escalation protocols, and communication strategies.

• Maintain awareness of customer-affecting bugs, outages, and operational risks.

• Boost support efficiency, operational scalability, and overall customer experience.

• Keep support documentation, workflows, and standard operating procedures up to date.

• Aid in the implementation and optimization of support tools, integrations, and operational processes.

• Develop and maintain internal troubleshooting documentation.

• Contribute to the creation of customer-facing knowledge base content and self-service resources.

• Identify documentation gaps based on recurring customer issues and support trends.

• Act as a liaison between Support, Customer Success, Services, Product, and Engineering.

• Convert customer pain points and operational challenges into actionable recommendations.

• Collaborate with Product and Engineering to prioritize issues impacting customers.

⛳️ Requirements

• 3 - 5+ years of experience in SaaS customer support, support operations, technical support, or service delivery.

• Practical experience managing support operations and ticket workflows within Zendesk or similar support platforms.

• Strong troubleshooting and problem-solving capabilities with the aptitude to diagnose and coordinate the resolution of customer and operational issues.

• Experience in triaging and prioritizing high-volume support requests in fast-paced environments.

• Exceptional organizational, communication, and cross-functional collaboration abilities.

• Familiarity with SaaS platforms, APIs, integrations, SSO, or technical troubleshooting.

• Background in working closely with Product and Engineering teams in agile settings.

• Must possess authorization to work in the United States.

🏝️ Benefits

• Opportunities for professional growth and development.

• Comprehensive health and wellness benefits.

• Flexible working environment and schedule.

• Collaborative and inclusive company culture.

• Access to the latest tools and technologies.