Support Team Lead

About Take Command

Take Command is a start-up on a mission to improve the healthcare system, starting with health insurance. Pragmatically speaking, we help employers reimburse employees for individual insurance instead of offering a traditional one-size-fits-all group plan. We believe this model can empower employees (when they have the right support) to be savvy healthcare consumers and have a transformative impact on the entire healthcare system.

Let’s be honest—health insurance is usually a confusing, frustrating, and even emotional experience for people. We want to fix that with a new model, great technology, and a superior user experience. We have made a great start, but we need your help to fully realize our long-term vision.

We are seeking a proactive and experienced Customer Support Team Lead to oversee daily operations of our support team. The team Lead will act as a bridge between management and frontline support agents, ensuring that customer issues are resolved quickly, efficiently and with a high degree of professionalism.This role requires a leader who can set clear expectations, coach team members to reach their full potential and foster a culture of accountability, collaboration and continuous improvement. You will be responsible not only for monitoring performance metrics, but also creating an environment where team members feel empowered to solve problems, take ownership and share insights to drive company-wide improvements.

 

Duties & Responsibilities:

• Lead and support a team of customer support specialists, ensuring adherence to quality and productivity standards.
• Act as the second point of escalation for highly complex or sensitive customer issues.
• Monitor team KPIs and performance metrics.
• Ensure timely and effective resolution of customer inquiries across all support channels.
• Assist in onboarding and training new support staff.
• Create and maintain documentation, workflows and knowledge base resources.
• Monitor and report on trends, bugs, and customer feedback to help drive product improvements.
• Collaborate with cross-functional teams to resolve customer issues and improve team processes.
• Monitor daily operations and ticket queues to ensure timely and effective responses to customer inquiries.
• Provide coaching, training and mentorship to support employee development and career growth.

Qualifications

• 2-4 years of experience in customer service, with at least one year in a supervisory or leadership role.
• Experience utilizing a CRM (HubSpot, SalesForce, Zendesk, Intercom)
• Proven ability to manage and motivate a customer service team.
• A proactive & positive personality with organizational skills, great people skills, an extremely friendly attitude, and a desire to problem-solve.
• Excellent written & verbal communication skills. We’re solving a complex problem, and it takes patience and the ability to explain complex ideas in simple, understandable ways to make our clients feel comfortable and confident.
• Experience with customer service KPIs and quality assurance practices.
• Experience handling escalated cases in a timely and effective manner.
• Ability to handle escalations and high pressure situations (especially customer conversations) decisively, calmly and thoughtfully (i.e. supporting team as an escalation point)
• Experience working with CRM ticketing and Knowledge management systems, such as, Intercom, HRA Hub and Confluence is a plus.

Compensation: $32/hr plus a potential 5% annual bonus

Working at Take Command

We’re excited to build a team and culture that reflects our values! We offer competitive pay and health benefits to share with this position.

• A generously funded ICHRA for medical, dental, and vision premiums and medical expenses. You get to use our own product and we think that’s so exciting and rare!
• Unlimited personal vacation in addition to regular company holidays.
• 401(k): 90-day eligibility for 4% match that vests over 4 years with a one year cliff!
• We have two beautiful offices in Richardson, Texas (City Line) and Austin, Texas. The kitchen is well-stocked and we've designed the space to have lots of different areas to work--lounge on the couch, stand near your colleague at a kiosk desk or hole up in one of our phone rooms!
• Paid parental leave for new parents.
• Flexible on where you work – we hope to see you around the office on average 3 days a week especially when white-boarding or building relationships with your colleagues, but you also have the ability to work from home or wherever you'd like when you need to get focus work done.

More About Us

We secured our Series B funding in 2023 and are thrilled to be able to expand our team. Despite being a small startup in a land of health insurance giants, we’re the recognized industry leader for what we do (health insurance reimbursements) and passionate about bringing it to market because we know we can help fix a broken system and improve our clients’ wellbeing and health outcomes.

We’ve been featured in The New York Times, The Wall Street Journal, The Dallas Morning News, and other national healthcare publications and are excited about our growth opportunities.

Take Command knows diversity and inclusion among our teammates is integral to our company’s success and growth. Our vision is to recruit, develop, and retain the best team from a diverse candidate pool.

This has mostly been about us, but we’d love to hear from you--we can’t wait to hear your story! 

*Take Command is an equal opportunity employer! We celebrate diversity and are committed to creating an inclusive environment for all employees.