Team Lead, Client Success

The Company

Founded In 2020, Lavender Is The Largest Nurse-owned And Operated Online Psychiatry And Therapy Office In The United States. Our Extraordinary Team Of 100+ Talented And Like-minded Folks Works Remotely From Across The United States, Canada And The Philippines To Collaboratively Increase Access To High-quality, High-touch Mental Healthcare. Lavender Is a Human-first Organization And Our People Embody

• A bias towards action
• A capacity for self-direction
• Originality and creative instincts
• Courageous and bold thinking
• And the potential to achieve even more
  
  

If you’re looking for a fast-paced, constantly evolving environment where your voice matters and you can truly have an impact creating high-quality, user-centric mental health services, we want to hear from you!

Lavender is an equal opportunity employer. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives and background will lead to a better environment for our team and a better experience for our clients. We strongly encourage people of color and members of the LGBTQ+ community to apply.

The Opportunity

Lavender is currently seeking a Team Lead of Client Success is responsible for leading and inspiring agents to deliver the ultimate client experience. Additionally, they will foster an inclusive culture that promotes collaboration, innovation, and excellence.

Telehealth is an ever-changing setting and, as such, the roles and responsibilities outlined below are subject to change.

The Responsibilities

Leadership

• Fosters a positive and productive work environment, motivates team members, and encourages strong performance.
• Actively coaches, mentors, and gives regular feedback to team members to ensure all client interactions meet or surpass KPI’s and adhere to quality of care standards.
• Ensure that Performance Improvement Plans are being implemented for team members who are not meeting expectations.
• Consistently review and assess interaction quality (calls, tickets, chats) based on business needs and expectations.
• Serve as the team’s steady support during times of change
• Shares results with CT Manager regularly
  
  

Knowledge Expert

• Assists team with complex client interactions and provides guidance on handling difficult situations
• Answers product, process, or system related questions.
• Serves as the first point of contact for addressing client escalations.
• Share opportunities to CT Manager if an agent is asking repeat questions
• Ensures the CT team adheres to company policies and processes.
• Identify team training needs to CT Manager
  
  

Overseeing Operational Activities

• Weekly monitoring of recurring tasks
• Ensure accurate ticket assignment and prioritization in cases where ticket automation is not functioning or applicable.
• Participate in stakeholder meetings, collaborate on projects, and contribute ideas.
• Identify opportunities for process improvements and enhancing overall client experience.
• Act as CT Manager’s second in command when needed
  
  

The Candidate

• 2-3 years experience with mentoring, coaching, and leading team members
• Ability to motivate and inspire team members
• Excellent communication (verbal and written) and interpersonal abilities
• Solid understanding of performance metrics and how to deliver them
• Ability to lead in a state of ambiguity during times of change
• Self-starter who takes initiative and leads projects from start to finish
• Proficient in conflict resolution and problem-solving
• Ability to work collaboratively across teams
• Committed to continuous improvement and professional development
  
  

Benefits

• Competitive compensation & benefits
• Paid time off
• Remote work
• Annual onsite event
• Opportunity to grow within the company
• Fun & engaging company culture with regular virtual team events