Support Lead

As a Support Lead at Eleos Health, you will establish support processes, manage a team, and ensure exceptional customer service. You will analyze support data, improve workflows, and advocate for customers by addressing technical issues promptly. Additionally, mentoring support specialists and collaborating with product teams will be key parts of your role.

To qualify for the Support Lead position at Eleos Health, candidates should have over three years of experience in customer support, with at least two years in a leadership role. Strong organizational skills, effective communication abilities, familiarity with ticketing systems, and a passion for the healthcare industry will also position you for success in this role.

Eleos Health emphasizes professional growth, especially for Support Leads. You'll have the opportunity to train and develop your team while also receiving support in your own career advancement. The collaborative team environment encourages you to pursue continuous learning and improvement in customer service best practices.

The work environment for a Support Lead at Eleos Health is dynamic and fast-paced, suitable for individuals who thrive in a startup culture. You'll be interacting with various teams and working on meaningful projects that directly impact mental health support, enhancing your professional experience in a supportive and innovative workplace.

Working as a Support Lead at Eleos Health comes with a competitive salary, equity options, and a wellness stipend. The company values mental well-being by providing mental health days off and a 401(k) plan matched up to 4%. Join a team that is dedicated to making a positive impact on people's lives through better behavioral health support.

As a Support Lead, I would implement structured support processes, prioritize timely issue resolution, and foster a team culture of continuous feedback and improvement. Building a comprehensive knowledge base and ensuring team members are well-trained on our products would also be central strategies.

In challenging situations, I focus on active listening to understand the customer's concerns fully. I remain calm and empathetic, ensuring the customer feels heard. Following this, I'd work collaboratively with my team to provide a solution and follow up to guarantee customer satisfaction.

I've worked extensively with various support ticketing systems, using them to track issues, prioritize tasks, and manage customer inquiries efficiently. I believe that leveraging these tools effectively contributes significantly to streamlining support operations and enhancing customer experience.

Training support specialists begins with comprehensive onboarding that includes hands-on product demonstrations, interactive team workshops, and access to an evolving knowledge base. Regularly scheduled Q&A sessions and feedback loops help ensure they remain knowledgeable about product updates and customer service best practices.

To analyze support data, I employ a systematic approach that includes setting key performance indicators (KPIs), reviewing ticket resolution times, and categorizing customer feedback. This analysis informs process improvements and helps identify trends that are worth discussing with cross-functional teams.

In my previous role, I saw an opportunity to streamline our response time for common inquiries. I implemented an AI-enhanced knowledge base that provided customers with immediate answers, reducing the incoming ticket volume by 30% and allowing my team to focus on more complex issues.

Inspiring my support team involves recognizing their achievements, fostering open communication, and encouraging their professional growth. Providing opportunities for team bonding and celebrating wins, whether big or small, helps build a motivated and cohesive unit.

Prioritization is key in support. I assess issues based on impact and urgency. I would utilize our ticketing system to categorize and batch similar issues for efficient resolution while also ensuring that high-priority tickets receive immediate attention.

My approach includes thoroughly understanding the customer's issue, performing troubleshooting steps, and collaborating with relevant teams when necessary. I ensure to keep the customer informed throughout the process to maintain transparency and build trust.

The most important quality for a Support Lead is empathy. The ability to understand and relate to both the team and the customers creates a better support environment. Empathy fosters improved communication and helps deliver better solutions that truly address customer needs.