Team Lead, Support

As a Team Lead within Client Support, you will be a leadership point of contact for the Fast Track Configuration Team and act as an Account Lead, while also managing a team of 6-8 Associates. This role will be accountable for ensuring quick collaboration on client cases with a focus on driving timely communication, quality documentation, meeting request deadlines and go live dates and ensuring overall client satisfaction.   

Through leadership, with the support of your Leader, you are accountable for ensuring we are achieving business key performance initiatives (KPIs) aligned for all support levels. Also, you are responsible for the roll out and execution of initiatives determined to be the standard of quality for Phreesia support.  

 As a Team Lead, you will also work directly with our customers and multiple Phreesia internal team members to present new processes, analysis, and address escalations. 

What You’ll Do:

• Work with Client Support Leadership to manage, maintain and lead a remote, high performing collaborative support team by meeting key KPI’s, objectives and customer support initiatives that results in a collaborative customer support experience 

• Be responsible for managing current Client Support processes and objectives and holding support team members accountable for following these processes and meeting case expectations and SLAs 

• With the support of your leader, constructively address client concerns and feedback related to customer support/technical issues 

• Identify areas of improvement within the current collaborative support model and work with peers, operations, and the business systems team to drive the recommended improvements 

• Manage client related escalations and cross collaborate to resolve issues and communicate effectively at all levels  

• Support the change management process and actively help to gain buy-in from peers on new initiatives  

• With the support of your leader, manage the performance of the team, including setting high expectations, measuring objectives, supporting employee's professional development and addressing any performance concerns through feedback and coaching.  

• Coach and mentor early career agents using best practice troubleshooting methodologies 

• Ability to manage a team through change by taking accountability for effectively aligning the team when priorities and expectations shift. 

• Analyze, visualize and present data to key internal/external stakeholder 

What You’ll Bring:

• Bachelor’s degree required, ideally in Computer Science, Engineering, or a related technical field 
• Minimum of 5 years of functional experience is required. Of those 5 years, 2+ years of Phreesia client support or equivalent experience required; also require 1+ year of formal or informal leadership experience. Phreesia experience and/or performance may offset some of the experience requirement. 

• Experience in providing exceptional technical support to enterprise level customers   

• Experience building and growing a high performing technical support team    

• Demonstrated ability to lead and mentor within a technical support capacity    

• Excellent communication (written and verbal), interpersonal and relationship building skills   

• Superior client escalation and management skills   

• Exceptional ability to analyze, visualize and present data to key internal/external stakeholder   

• Strong communicator, both verbal and written, with executive presence and the ability to influence across functions and at all levels of an organization