Customer Success Team Lead

Summary

Antidote Health’s mission is to redefine healthcare by providing affordable, high-quality, accessible care and insurance products.

The Customer Success Team Lead is a pivotal role responsible for the daily supervision, coaching, and performance management of the Customer Success Agent team. This role ensures the team delivers exceptional support to members, providers, and other customers, maintains operational efficiency, and complies with all regulatory standards. The candidate serves as a frontline leader, providing real-time support, handling escalations, and driving process adherence and service quality improvements.

This is a NY hybrid role requiring 2 days in the NYC office each week.

• Supervise and Coach: Provide daily, real-time supervision, coaching, and mentoring to a team of Customer Success Agents, fostering a culture of accountability, continuous improvement, and high morale.
• Performance Management: Monitor, track, and report on individual and team Key Performance Indicators (KPIs) and Contact Center objectives (e.g., Call Quality, Attendance, Adherence) to drive service excellence. Conduct regular 1:1s and performance reviews.
• Escalation Management: Serve as a primary escalation point for complex, high-priority, or unresolved customer issues (including complaints, grievances, and appeals), ensuring swift, satisfactory, and compliant resolution.
• Workflow Oversight: Oversee the team’s daily workflow to ensure prompt and effective resolution of all customer inquiries across multiple channels (phone, chat, email).
• Quality Assurance: Conduct service observing, monitoring, and quality assurance activities, providing direct feedback to agents to ensure service quality and adherence to policies and regulatory standards (e.g., HIPAA, NCQA).

• Compliance: Ensure all team members adhere to health insurance regulations, company policies, and quality standards (e.g., HICS, NCQA, HEDIS) in all customer interactions and documentation.
• Process Optimization: Identify and recommend opportunities to optimize workflows, improve inquiry management, and enhance overall service efficiency and quality based on team feedback and data.
• Training and Onboarding Support: Assist in the training and onboarding of new customer support agents, reinforcing training program material and company best practices in the live environment.

• Cross-Functional Communication: Collaborate with other internal departments (e.g., Marketing, Product, R&D, Compliance) to streamline customer interactions and resolve systemic issues.
• Reporting: Prepare and present regular reports on team performance, service quality, customer complaints/grievances, KPIs, and adherence to turnaround times.
• Strategic Initiatives: Support leadership in large-scale projects, such as new product launches, technology implementations (e.g., CRM/Telephony tools), and regulatory changes.

• Associate’s degree is required. (Bachelor’s degree preferred).
• Minimum two years of related experience in a high-volume call center environment (phone, email, and/or text messaging).
• At least one year of experience in a leadership, supervisory, or senior/escalation role, preferably in a call center or customer support environment.
• One year of call center experience in the health insurance industry is required.
• Proficiency in CRM tools (Salesforce preferred) and experience with Google Workspace and Microsoft Office Suite.

• Strong leadership, communication, and team-building abilities.
• Experience with compliance and regulatory requirements in healthcare and health insurance.
• Excellent problem-solving and analytical skills.
• Exceptional verbal and written communication skills and active listening skills.
• Adaptable and able to manage multiple priorities in a fast-paced environment.

• Be part of a mission-driven organization focused on improving access to quality healthcare.
• Opportunity to lead and shape customer support operations in a rapidly growing health plan.
• Competitive salary, benefits, and professional growth opportunities.