{"id":2082445,"url":"https://alion.io/job/paradigm-customer-support-team-lead","title":"Customer Support Team Lead","company":{"id":2447540,"name":"Paradigm","domain":"paradigmseniors.com","url":"https://alion.io/company/paradigmseniors","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Miami, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":55000,"max":65000,"currency":"USD","period":"year","gross":null,"usd_annual":65000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-05T18:58:00Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-13T10:44:34Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Location\nMiami, FL (On-site preferred; hybrid eligible within the tri-county area)\nWho We Are\nAt Paradigm, we're revolutionizing home care through innovative technology. As the fastest-growing tech company in this sector, we empower home care agencies with cutting-edge solutions in billing automation, growth education, authorization management, and beyond. We believe that by streamlining agency operations with third-party payers like the Department of Veterans Affairs and Medicaid, we ultimately enhance the quality of care for seniors, veterans, and underserved communities.\nWe foster a dynamic and collaborative work environment where new ideas are welcome, and creativity thrives. Joining our team means becoming part of a supportive community that values continuous learning and excellence. We're on a mission to revolutionize home care and are looking for passionate individuals to help us make a lasting, positive impact.\nPosition Snapshot\n\nThe Customer Support Team Lead will oversee daily operations within the Customer Support team, ensuring efficient handling of calls, tickets, and chatbot inquiries. This role is responsible for managing team performance, streamlining processes, and creating Standard Operating Procedures (SOPs) to optimize department workflows. Collaborating closely with Account Management, Billing, and Operations teams, the Customer Support Lead fosters a seamless client support experience while driving continuous improvement initiatives. This position will initially report to the Senior Manager of Customer Support.\nCore Responsibilities\nSupport team of Customer Support Specialists to ensure efficiency and high-quality service\nDevelop, maintain, and update SOPs for all customer support workflows\nEnsure SOPs align with company objectives, compliance standards, and customer needs\nTrain the support team on new processes and best practices\nMonitor ticket resolution times, call handling metrics, and chatbot interactions\nConduct performance evaluations, provide coaching, and support professional development\nOptimize ticketing and call management workflows to improve response times\nIdentify gaps in support coverage and recommend staffing or process improvements\nWork closely with Account Management, Billing, and Operations to streamline issue resolutions\nAct as the primary escalation point for complex customer inquiries and issues\nConduct quality assurance reviews on calls, tickets, and chatbot responses\nImplement feedback loops for continuous service improvement\nOther duties as assigned\nExperience and Skills\n\nMinimum 3 years of experience in customer support, operations, or a similar role\nMinimum 3 years of experience in revenue cycle management (RCM)\nProven experience in creating and managing SOPs for customer-facing teams\nStrong leadership, coaching, and team management skills\nFamiliarity with HubSpot, ticketing systems, and chatbot management\nExcellent problem-solving and conflict-resolution abilities\nAnalytical mindset with the ability to monitor KPIs and identify improvement opportunities\nAbility to multitask in a high-volume, fast-paced environment\nEducation and Qualifications\nBachelor’s degree in Business Administration, Communications, or a related field\nWhat We Offer\nMedical, dental, and vision benefits\n401k retirement plan\nPaid time off\nProfessional development support\nCompensation\n$55,000-$65,000 based on 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