Customer Care Team Leader (SDQ)

Position Summary:

We're seeking a highly motivated and experienced Customer Care Team Lead to join our growing team. You will play a crucial role in leading and developing a team of customer service professionals, ensuring exceptional customer experiences across multiple channels. This is a hands-on role where you'll balance team leadership with direct customer support and process improvement initiatives. If you're passionate about customer service, thrive in a fast-paced environment, and have a proven track record of leading successful teams, we encourage you to apply!
 

Responsibilities:

• Lead, mentor, and motivate a team of customer service representatives.
• Provide exceptional customer support across various channels (chat, social media, email, phone).
• Handle escalated customer issues and resolve complex problems.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Develop and deliver training programs for new hires and existing team members.
• Monitor team performance metrics and implement strategies to achieve service level agreements (SLAs).
• Collaborate with other departments to ensure seamless customer experiences.
• Stay up-to-date on industry best practices and emerging customer service technologies.
   

Required Skills/Abilities:

• Advanced English proficiency. 
• Healthcare Knowledge - Understanding of HIPAA, PHI, and regulatory compliance
• Familiarity with medical terminology, benefits verification, and clinical workflows (e.g. prescriptions, scheduling, insurance claims)
• Strong de-escalation and conflict resolution skills
• Ability to lead by example in delivering empathetic, patient-first service
• Experience working in multichannel environments (phone, chat, email, ticketing)
• Track record of mentoring or coaching agents
• Ability to drive performance through feedback and development
• Capable of managing a team under pressure (e.g., during escalations or high call volume)
• Clear communicator across all levels (frontline to leadership)
• Critical thinking and fast decision-making under sensitive circumstances
• Strong analytical skills to review team KPIs (AHT, CSAT, FCR, etc.)
• Ability to manage staffing adherence, quality audits, and productivity tools
• Skilled in workforce tools (e.g., Zendesk, Salesforce, Assembled, Five9, NICE)
• Comfortable managing SOPs, workflow updates, and issue escalation paths
• Experience identifying inefficiencies and proposing solutions
• Ability to handle cross-functional collaboration (e.g., QA, training, clinical teams)

Education and Experience:

• 2 years of experience in a healthcare customer service role
• 1 year in a leadership role (team lead, floor supervisor, quality coach, etc.)
• Experience in BPO or telehealth/healthtech settings is highly preferred

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.