Customer Success Team Lead

About the Company 

Antidote Health is a tech- driven health insurance company on a mission to make healthcare easy, accessible, and more affordable. We’re rethinking how healthcare works—using technology to remove the friction, complexity, and delays that define the traditional system. Instead of navigating paperwork, long waits, and disconnected experiences, we’re building a simpler, more connected way for people to get care.  

Our platform combines health coverage, virtual care, and a modern member experience into one seamless system designed to help people actually use their benefits.  

We offer Affordable Care Act (ACA) health plans in Arizona and Ohio, and we’re growing quickly. We’re building a company focused on solving real problems—with real impact on people’s lives. 

Position Overview 

The Customer Success Team Lead provides real-time operational leadership, coaching, and issue resolution support for Tier 1 Customer Success Specialists. The Team Lead reinforces service standards, supports queue performance, handles escalations, strengthens documentation practices, and helps new and existing specialists deliver a consistent white-glove experience across Member Services and Broker Services. This role may be performed remotely, but we have a strong preference for hybrid, with two days a week in our New York City office.

Key Responsibilities 

• Provide daily floor support, escalation guidance, and coaching to Tier 1 specialists.
  
  
• Monitor queues, service levels, backlog, case aging, schedule adherence, and real-time operational risks.
  
  
• Assist with escalated member, broker, and patient interactions that require immediate leadership support or additional investigation.
  
  
• Conduct side-by-sides, call reviews, quality reinforcement, documentation reviews, and skills coaching.
  
  
• Support new hire onboarding, nesting, refresher training, and adoption of SOPs and knowledge base content.
  
  
• Identify trends in repeat contacts, process gaps, knowledge gaps, and system issues and escalate findings to management.
  
  
• Promote consistent application of policies, HIPAA, privacy, CMS, ACA, state, and company requirements.
  
  
• Partner with WFM, QA, Training, Tier 2, Tier 3, and managers to support daily operational readiness.
  
  
• Prepare concise updates for leadership regarding team performance, staffing risks, customer escalations, and process concerns.
  
  
• Model ownership, professionalism, calm authority, and customer advocacy in all interactions.

Qualifications 

Required: 

• 2 or more years of customer service, healthcare, insurance, or contact center experience.
  
  
• 1 or more years of peer mentoring, coaching, team lead, senior specialist, or informal leadership experience.
  
  
• Strong understanding of customer service operations, queue management, documentation expectations, and escalation handling.
  
  
• Strong communication, judgment, coaching, and de-escalation skills.
  
  
• Ability to balance customer advocacy, compliance, operational urgency, and team support.
  
  
• High school diploma or GED required.
  
  
• Completion of leadership essentials, HIPAA, quality calibration, and performance coaching training required.

Preferred: 

• Health plan, ACA marketplace, broker support, telehealth, claims, billing, or eligibility experience.
  
  
• Experience using Salesforce, Five9, QA scorecards, workforce tools, LMS, or knowledge management systems.
  
  
• Prior experience supporting new hire nesting or performance coaching.
  
  
• Bilingual Spanish or other language capability aligned to member needs.
  
  
• Associates or Bachelors degree is preferred.

Competencies  

• Ownership and accountability: works issues to resolution rather than transferring responsibility unnecessarily.
  
  
• Member and customer advocacy: seeks to understand the customer goal, the barrier, the accountable owner, and the fastest compliant path to resolution.
  
  
• Clear communication: translates benefits, eligibility, deductibles, claims, referrals, prior authorization, premiums, and other healthcare concepts into plain language.
  
  
• Critical thinking: identifies root causes, asks investigative questions, and recognizes when an issue does not align with expected process or system behavior. 

• Calm authority: communicates findings with accuracy, confidence, and professionalism while avoiding speculation.
  
  
• Emotional intelligence and de-escalation: steadies difficult interactions and maintains professionalism under pressure.
  
  
• System fluency: navigates CRM, claims, eligibility, benefits, provider lookup, payment, scheduling, knowledge base, and case management tools efficiently.
  
  
• Compliance mindset: maintains HIPAA, privacy, CMS, ACA, state DOI, and internal policy requirements. 

• Documentation discipline: records clear, complete, and audit-ready notes that support continuity and accountability.
  
  
• Adaptability and resilience: succeeds in a fast-paced, evolving health plan environment.

Training and Work Shift Expectations

• Completion of required Antidote Health onboarding and role-based training.
  
  
• Completion of HIPAA, privacy, security, compliance, systems, and workflow training.
  
  
• Participation in quality coaching, calibration, refresher training, and ongoing competency checks as assigned.
  
  
• For frontline and specialist roles, successful completion of nesting or readiness assessments before independent queue assignment may be required.
  
  
• Shift flexibility is required based on staffing needs, contact volume, regulatory deadlines, customer demand, and Open Enrollment Period support.
  
  
• Specific shift assignments are based on business needs and should be confirmed during the recruiting and offer process

Compensation and Benefits 

• Compensations range: $32.00-$42.00/Hour (commensurate with experience and location) 

• Comprehensive benefits package including medical, dental, vision 

• 401(k)  

• Paid vacation and sick time and company holidays 

Company Standards and Expectations 

• Employment is at-will, meaning either the employee or the company may terminate employment at any time, with or without cause, in accordance with applicable law 

• Employees are expected to adhere to all company policies, including confidentiality, data protection, and code of conduct 

• Responsibilities may evolve based on business needs, and flexibility is expected as the company scales 

• Compliance with all applicable federal, state, and local laws and regulations is required 

Equal Opportunity Statement 

Antidote Health is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.