Heatlhcare - Customer Support Team Lead

Columbia, SC

Full Time

Manager/Supervisor

Role Details

Location: AZ, DE, FL, GA, ID, KS, MD, MI, NV, NC, OR, TX, VA, WA, SC
Work Arrangement: Remote
Type of Support: Phone, Email and Chat
Contract Duration: Full-Time, Permanent
Training Schedule: Monday - Friday | 9:00 AM - 6:00 PM ET
Work Schedule: Monday - Friday | 9:00 AM - 6:00 PM ET
Expected Start Date: January 15, 2026

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.

Welcome to Crescendo. Welcome to what’s next.

The Role

As an Team Lead you will support Partner Operations at Crescendo through the day to day management and supervision of a focused operation. In this role, you will oversee the operational functions related to your team. Your primary responsibility is to deliver on objectives and key results for your Partner through managing your team to high standards and tracking Key Performance Indicators. You will provide support to Program Managers and Partner Operations through sharing your knowledge and expertise with others, fostering engagement, and creating visibility of your team’s work.

What You’ll Do:

Manage your time effectively to fulfill daily/weekly/monthly tasks at highest level of quality
Keep external partner POCs updated on regular status and progress of your team
Ensure the team is performing at expected quantitative and qualitative levels
Contribute to critical team operations: including hiring, onboarding, training, quality control, feature request tracking, and team building
Establish a quality-focused team culture with strong communication and adherence to Crescendo Core Values
Manage team issues and risks, and develop mitigation initiatives and contingency plans to reduce potential impact; activate and implement these strategies when necessary
Examine required reports on a regular basis to confirm the information has been correctly added and to detect any trends or improvements
Evaluate overall team happiness and engagement
Manage and mentor direct reports:
Directly manage and develop a team of high performing team leads and associates
Monitor individual performance and wellbeing
Perform regular 1:1s with all direct reports, as well as skip-levels with other team members
Resolve personnel issues as they arise, leading disciplinary action as needed
Work on development programs for associates and leads
Assist leads with HR related issues and policies, payroll and bonus structures, and the management of the team
Contribute to Partner Operations oversight and knowledge sharing:
Participate in regular program reviews
Perform internal quality control check-ins with assigned programs
Support team leads and managers in establishing KPIs and meeting their program gaols
Provide the leadership team with status updates and solutions to milestones, deliverables, risk assessment, etc.
Ensure all solutions satisfy both the partner’s goals and PartnerHero’s vision
Foster a problem-solving environment, demonstrating teamwork and innovation
Establish a standard and encourage the learning and sharing of best practices
Craft best practices and templates based on program needs/requirements

What We Expect From You:

2+ years as a support Team Lead or equivalent
Excellent written communication
Amazing customer support sensibilities
Tech-savvy and Advanced proficiency on G-Suite/MS-Office
Experience successfully managing and mentoring other people managers
Experience leading hiring and interviews, training, and quality control programs
Great eye for detecting team and employee risk and mitigating potential issues
Track record of building positive relationships with employees and partners
Strong work ethic and a talent for bringing out the best in others
Passionate about sharing knowledge and helping others

Here’s What’s On the Table:

Take on challenges that actually move the needle in an industry ready for change.
Earn competitive pay while building a career with endless opportunities.
Enjoy remote work with the focus and flexibility to do your best work.
Grow in an environment that rewards ambition and sharp execution.
Thrive in a team environment where collaboration is the foundation of your success.
Be part of a people-first, values-driven organization
Work with innovative global partners and diverse teams

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

Care for others: Empathy is a key driver. When people thrive, so does the mission.
Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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Heatlhcare - Customer Support Team Lead

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