Team Lead, Frontline Support

Heard is an all-in-one financial solution for therapists that combines software and human support to handle bookkeeping, taxes, payroll, and more. Our mission is to help therapists be therapists by acting as their financial back office to empower therapists to spend less time running their business and more time giving clients the help and support they need through an affordable, easy-to-use software tool with real-time human support.

Heard is growing rapidly, and could use your expertise to help us become an industry-leading software services provider for independent mental health practitioners!

Role Overview

Heard is looking for a dynamic leader to oversee our L1 Frontline Support team as Team Lead. This individual will be an integral member of the growing Customer Experience (CX) leadership team at Heard, reporting directly to the Head of Customer Experience.

The L1 Frontline Support Team Lead will be responsible for managing the members of the Frontline Support team as well as reviewing, answering, and validating a wide range of customer requests.

As a member of the Frontline Support team, this role will also review all inbound customer requests and either address the customer need or precisely escalate the request to the appropriate party, team, or group in a timely and professional manner.

When not working tickets or directly managing team members, this role may be assigned project work including documentation to review or write, training to prepare for new feature releases, or other miscellaneous efforts that would benefit our customers and staff. 

Responsibilities

• Directly manage L1 Frontline Support team members (10%)
• Perform proactive and reactive QA of tickets using a quality rubric each month (20%)
• Directly respond to, and engage with, inbound customer inquiries and requests, covering a wide-range of topics through various Support channels (40%)
• Review and escalate customer requests to L2 Support teams, Marketing, Sales, and other partner departments, as validated (20%)
• Develop familiarity with the business processes and financing / accounting best practices underpinning Heard in order to answer basic questions related to these functions (10%)

Qualifications

• Demonstrated leadership experience
• Familiarity with modern ticketing, customer engagement, and CMS solutions within customer service environments such as Zendesk, Salesforce Service Cloud, or Help Scout
• Demonstrated product or customer service experience, preferably in a SaaS B2B setting
• Excellent written and verbal communication skills
• Comfortable conversing with customers via their preferred channels, including email, social media, live phone calls, and chat
• Natural-born evangelist with enthusiasm for the customer 
• Hunger for troubleshooting and problem solving

What You Get in Return

• Opportunity to revolutionize the mental health industry and build both relationships and teams that make a tangible impact on our customers and their patients
• An environment that prioritizes your psychological safety always. We empower team members to be relentlessly curious and act with 100% ownership, believing that we can go the extra mile, together
• Competitive salary package and benefits, which include flexible PTO, medical coverage, retirement support, and wellness stipends

Heard is an equal opportunity employer. We aim to build a workforce of individuals from different backgrounds, with different abilities, identities, and mindsets. Even if you do not meet all of the qualifications listed above, we encourage you to apply!