Portfolio Company Jobs


Customer & Patient Support Lead



Customer Service
Philadelphia, PA, USA
Posted on Monday, October 30, 2023

Job Summary:

As a Customer & Patient Support Lead, your primary responsibility is to support the Head of Support in auditing, mentoring, and handling complex support tickets. You will be the first escalation point for the support team and patients, ensuring that issues are resolved effectively and efficiently. You will also oversee daily workload assignments for the team, contribute to staff training, and manage your ticket volume. A key aspect of this role involves assisting patients with technical device issues, making technical proficiency and a passion for learning about medical devices essential.

Key Responsibilities:

1. Auditing and Quality Assurance: Review and audit support tickets to ensure a high standard of support quality. Provide constructive feedback and guidance for improvement.

2. Mentoring and Training: Mentor support staff, providing guidance on best practices, customer communication, and medical device troubleshooting. Assist in onboarding and training new team members.

3. Complex Issue Resolution: Act as the first point of escalation for complex technical issues, working closely with the Head of Support to develop strategies for effective resolution.

4. Daily Load Assignment: Assign daily support tasks to team members, ensuring balanced workloads and timely issue resolution. Monitor team progress and assist as needed.

5. Patient Interaction: Interact directly with patients to resolve escalated technical issues with empathy and professionalism, ensuring their satisfaction and confidence in our services.

6. Technical Proficiency: Develop a deep understanding of our medical devices and stay current with technical aspects. Provide patients with accurate and reliable technical support.

7. Reporting: Upkeep and understand reports on support team performance, key metrics, and trends. Work with the Head of Support for the reporting of weekly metrics. 

8. Individual Ticket Management: While supporting the team, manage your ticket load, ensuring timely resolution of patient issues.


-Previous experience mentoring or leading a small team

-Proven experience in customer support, focusing on technical issue resolution and mentoring.

- Excellent communication skills, both written and verbal.

- Strong technical proficiency and eagerness to learn about medical devices.

- Exceptional interpersonal and mentoring abilities.

- Proficiency in using customer support software and tools.

- Knowledge of customer service and technical support best practices.

- Strong organizational skills and attention to detail.

- Ability to handle and de-escalate patient concerns effectively.

- Comfortable working in a fast-paced, evolving environment.


Bachelor's degree in a relevant field or equivalent work experience.