Position Details

Salary $24 – $33 USD / year

Type Full-Time

Experience lead

Exp. Years Not specified

Education Not specified

Category Customer Success & Support

About this role

This role leads a technical product support team by handling complex customer issues and ensuring the team meets service standards. You will manage Salesforce queues, monitor phone and email queues, coach team members on case quality evaluations, and support escalations up to Tier II, while following HIPAA and confidentiality requirements.

Key Responsibilities

Assist team members with difficult issues and provide technical expertise
Own Salesforce queues and monitor phone/email queues
Coach team members on case quality evaluations and troubleshooting techniques
Handle complex cases including Tier II escalations and customer escalations
Coordinate customer communications for outages, product releases, and planned maintenance

Technical Overview

The technical scope centers on product support workflows, troubleshooting techniques, and structured case handling/quality scoring. The role explicitly involves ownership of Salesforce queues and escalation coordination, including communications for unplanned outages, product releases, and planned maintenance in a healthcare context.

Ideal Candidate

The ideal candidate is a support team lead with experience owning queues and managing technical cases via phone, email, and chat. They have strong case quality and troubleshooting skills, can coach team members on quality evaluations, and are comfortable handling Tier II escalations and healthcare compliance expectations like HIPAA.

Must-Have Skills

technical product supportcase/queue managementSalesforce queues ownershipmonitor phone and email queues to ensure department service standards are metcoach new and existing team members on case quality evaluationsassist management with customer escalationsadhere to confidentiality and HIPAA requirements

Tools & Platforms

Salesforce

Required Skills

technical product supportcase/queue managementSalesforce queuesphone and email queuesservice standardsQ&A sessionstroubleshooting techniquescase quality evaluationscoachingcustomer escalationsTier IIunplanned outagesproduct releasesplanned maintenanceHIPAAconfidentiality

Hard Skills

technical product supportcase/queue managementphone queue managementemail queue monitoringquality scoringcase quality evaluationstroubleshooting techniquesSalesforce queues ownershipphoneemailchat supportcustomer escalations handlingTier II case escalationcoordination of customer communicationsunplanned outages communicationsproduct releases communicationsplanned maintenance communicationsHIPAA complianceconfidentiality complianceonboarding of new hiresQ&A sessions for team knowledge improvementleadership coaching

Soft Skills

leadership skillsstrong team playercross-functional interactiondiffuse difficult customer conversationsowning complex casesrecommendations for trainingcustomer communicationinitiative with limited supervisioncustomer escalation managementcoaching

Industry & Role

Industry Healthcare IT

Job Function Lead technical product support operations and ensure high-quality case resolution with healthcare compliance.

Role Subtype Customer Support Specialist

Tech Domains Salesforce

Keywords for Your Resume

Technical Product Support Team Leadtechnical product supportphoneemailchatcase/queue managementSalesforce queuesphone and email queuesservice standardsQ&A sessionstroubleshooting techniquescase quality evaluationsTier IIcustomer escalationsunplanned outagesproduct releasesplanned maintenancespecial projectsHIPAAconfidentialityTechnical Product Support

Deal Breakers

Must be able to work onsite in Tampa, FL, Must be able to adhere to HIPAA requirements and confidentiality policies

Apply for this Position →

Get matched to jobs like this

Luna finds roles that fit your skills and career goals — no endless scrolling required.

Create a Free Profile