Nursa is a healthcare platform that directly addresses the severe staffing challenges confronting the U.S. healthcare system by connecting qualified registered nurses (RNs), licensed practical nurses (LPNs), and certified nursing assistants (CNAs) seeking flexible work with facilities in need of help. Founded in 2019, we are a rapidly expanding venture backed startup whose mission is to put a nurse at the bedside of every patient in need. With your help, we will be able to enrich the lives of nurses and be a valued partner in delivering effective, compassionate patient care in every market we serve.

Overview

The Customer Support Team Lead at Nursa leads a team of Customer Support Agents. In this role, you will coach, train, and monitor agents to provide quality responses and exceptional customer service through inbound channels. Responsibilities include overseeing outbound and call back channels, ensuring adherence to SLAs, troubleshooting issues, coordinating schedules, and fostering a motivating work environment. The ideal candidate is a self-starter with empathy, integrity, and a collaborative spirit, willing to engage hands-on to achieve team and organizational success.

Responsibilities:

Team Performance Management and Coaching (70%)

• Provide strong leadership and guidance to a team of Support Specialists and ensure the delivery of high-quality Customer Support experiences that meet or exceed Support KPIs on a weekly, monthly, and quarterly basis.

• Foster a positive and collaborative team environment, promoting open communication and knowledge sharing.

• Conduct weekly 1x1s and regular team meetings to discuss goals, address challenges, and celebrate successes.

• Offer coaching and mentorship to team members, fostering their professional growth.

• Review and track agent points and occurrences as it relates to performance and attendance.

Performance Analysis & Documentation (20%)

• Analyze individual and team performance metrics to identify trends, strengths, and areas for improvement and share with individual team members on a regular basis.

• Provide insightful reports to management based on performance analysis on a weekly, monthly, and quarterly basis.

• Maintain detailed records of agent evaluations, feedback, and coaching sessions.

• Send out daily statistics to keep the team informed and aligned with performance goals.

• Utilize data and metrics to track team performance and implement strategies for improvement.

Operational Management (10%)

• Regularly check and respond to Slack messages to facilitate efficient communication.

• Develop and maintain strong knowledge of all support processes, ensuring efficiency and effectiveness, including processes for the Support Payments team.

• Review support updates to stay abreast of changes and ensure alignment with team objectives.

• Verify hourly pay each week, ensuring accuracy and adherence to payroll procedures.

• View, approve, and track agent PTO requests on a regular basis and communicate PTO balance during 1x1

• Track occurrences and manage attendance records.

• Create, maintain, and adjust support agent schedules on a weekly basis.

Experience

• 1 year+ of proven experience, preferably in a customer support environment

• Strong understanding of support processes and procedures

• Experience in a tech-driven or SaaS environment is a plus experience in working on a Support team handling phones, chats, and emails

• Excellent problem-solving abilities and a customer-centric mindset

• Familiarity with support tools and technologies

• Experience with coaching initiatives to drive team performance

• Experience driving tangible results and fostering a culture of continuous improvement

Hard Skills

• Navigate Support tools such as SFDC, Google Suite, Community, Tableau, and Delighted

• Comfortable pulling, reporting, and interpreting data in tools like Google Sheets, Salesforce, and Tableau

Soft Skills

• Excellent communication and interpersonal skills

• Strong organizational and time-management abilities

• Adaptability to a fast-paced and evolving work environment

• Able to identify gaps, analyze problems, and find effective solutions

• Conflict resolution

• Obsession with Nursa's mission to improve patient outcomes and strong desire to share with facilities

Measures of Success

• Improving or maintaining high support team performance

• Positive feedback from the support team through the quarterly pulse survey

• Korn Ferry quarterly competencies review - Coming soon!

• Adherence to updated processes and procedures

What you get in return:

• An opportunity to join an international team with a work culture that is based on trust, flexibility, and curiosity

• Competitive salary and benefits

  • 401k match

  • Comprehensive medical, dental and vision insurance

  • Equity

  • Flexible PTO

Closing:

Nursa 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!