Customer Support Team Lead

| California, USA +80 more | Remote
Employer Provided Salary: 123,800 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
Sorry, this job was removed at 1:30 p.m. (CST) on Tuesday, May 7, 2024
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Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking a Customer Support Team Lead to join our team. This is a fully remote opportunity based on the West Coast of the United States.
Job Summary
The Customer Support Team Lead is responsible for the day-to-day oversight of one support team (generally 8 - 12 people). Your role is both customer-focused and internally focused, and is to enable your team members to perform in their roles efficiently and effectively through support and coaching. You will have excellent customer care skills, along with good written and verbal communication skills. This candidate must be able to work 9 AM - 6 PM PST.
Duties and Responsibilities

  • Triage customer escalations, working with case owners to progress issues and communicating to customers and internal stakeholders
  • Provide guidance, instruction and direction in support of your team in achieving goals and key results as established by management
  • Review customer satisfaction surveys for your team and follow up on customer feedback in order to maintain or improve customer satisfaction
  • Monitor engineers in your team regularly in relation to their case management and customer care skills and ensure a high standard is maintained
  • Arrange and attend regular case review and troubleshooting activities; initiate forums when required
  • Participate in troubleshooting and problem-solving activities using own experience and established procedures and methodologies
  • Define, update and communicate new or existing internal procedures a required
  • Stand in as delegates for Customer Support Managers when they are not available
  • Administer the support shift schedules
  • Participate in supervisor on-call rotation
  • Ensure assignment queues are functioning efficiently
  • Act as an advocate for management to your team, and as an advocate of your team to management
  • Deal with issues that arise within your team quickly and effectively
  • Respond to general inquiries coming from team members via Teams
  • Identify and recommend your team's training needs to management
  • Provide input to Customer Support management on the performance of team members for informal and formal performance assessment

Key Performance Indicators

  • Ensure team CSAT exceeds department goals
  • Ensure team member meet or exceed established KPIs
  • Ensure case backlogs are processed efficiently and reassign resources as needed
  • Other duties as assigned and required


  • Recognized Leadership skills
  • Recognized as a "go-to" person for the team
  • Strong problem-solving skills
  • Excellent customer-facing, communication and analytical skills
  • Knowledge of customer support procedures and practices
  • Expert in using support tools such as, Jira, Knowledge base, etc., and able to guide team members in the use of these tools
  • 5+ years experience in a customer-facing technical support or related environment
  • Bachelor's degree (Computer Science preferred) or equivalent work experience


  • Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA
  • Understanding of user authentication concepts and administration
  • Passthrough authentication, RDS session management, Kerberos, Biometrics, time-based tokens, proximity cards, RADIUS
  • Understanding and/or experience with Application and Desktop Virtualization, especially Citrix
  • Knowledge of Microsoft Active Directory / User Management / LDAP concepts
  • Experience in healthcare

This position offers a s alary range of $ 106,8 00.00 to $123,800.00 (inclusive of variable compensation such as bonuses and incentives). In addition, more information about Impri vata's benefi t offerings can be found here . This salary rang e rep resen t s the high and lo w end of Imprivata's salary range for this position.
Actual salaries will vary and may be above or below the range ba sed o n various facto r s , such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws .
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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • Node.jsLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • SpringFrameworks
    • FreemarkerFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • GainsightAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • Chorus.AICRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • SalesLoftCRM
    • ApolloLead Gen
    • MarketoLead Gen
    • Microsoft TeamsCollaboration
    • ZoomCollaboration

An Insider's view of Imprivata

What's the biggest problem your team is solving?

The project I'm most excited about is the verticalization of the SecureLink Business Development team. I am excited to gain insight into untapped industries and getting our product into the hands of companies that need it most!


Manager, Sales Development - Commercial

How does the company support your career growth?

Here we have room for growth, whether it is up or lateral. We also have enough people where you can draw off of other people's experiences and learn from them, but you're not lost in this vast expanse of other people. You are not pitted against each other. People actually do help each other out and they're willing to share their knowledge.


Regional Sales Manager

What are Imprivata Perks + Benefits

Imprivata Benefits Overview

Each path through life is unique. Imprivata employees enjoy a range of benefits designed to help them – and their families – stay healthy and financially prepared every step of the way.

From tuition assistance and treadmill desks to company-matched 401(k)s and pet insurance, Imprivata makes it easier for you to reap the rewards of hard work.

Volunteer in local community
Through Imprivata iCares, team members support initiatives that range from seasonal donation drives to hands-on building projects to long-term youth mentoring partnerships.
Partners with nonprofits
Imprivata partners with nonprofit organizations such as BuildBoston, Metropolitan Ministries, United Way, Crossroad for Kids, and more.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Our employees have the option to work 100% remotely, 50% remotely, or 100% from our physical offices located in the United States and internationally.
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Imprivata's Flexible Spending Account helps employees cover out-of-pocket medical expenses with pre-tax contributions up to the IRS maximum annually.
Disability insurance
Imprivata offers both short-term and long-term disability benefits.
Dental insurance
Imprivata's dental plan covers 100% of the cost of preventative care, including topical fluoride and x-rays.
Vision insurance
Imprivata's vision insurance plan provides 100% coverage for annual eye exams after a $10 copay. Frames are covered up to $150 and contacts are covered up to $130.
Health insurance
Imprivata offers two health insurance plans with BCBS - a traditional PPO plan and a high-deductible health plan.
Life insurance
Pet insurance
Imprivata is offering pet insurance for employees through Nationwide. You can choose to cover dogs and cats, as well as various exotic pets.
Wellness programs
To promote wellness, Imprivata offers walking treadmill desks, financial wellness webinars, nutrition seminars, mental wellbeing initiatives, discounted gym memberships, and more.
Mental health benefits
Financial & Retirement
Imprivata's 401(k) retirement plan allows eligible employees to defer from salary pre-tax and/or Roth post-tax savings contributions.
401(K) matching
Imprivata's 401(k) retirement plan provides a discretionary match of 50% up to 6% contributed by the employee; the match occurs in each paycheck.
Company equity
Employee stock purchase plan
Performance bonus
All full-time employees are eligible for the Imprivata bonus plan.
Child Care & Parental Leave
Generous parental leave
Imprivata offers up to 12 weeks of 100% paid parental leave.
Family medical leave
Imprivata offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Imprivata employees enjoy quarterly paid team outings, as well as company-wide annual holiday parties and other events, for all employees and a guest.
Free daily meals
Our onsite chefs in our Austin, TX office provide breakfast, lunch, and snacks to employees every day. YUM.
Free snacks and drinks
Imprivata has a fully stocked kitchen in every office, including unlimited snacks, coffee, and more.
Some meals provided
Our HQ in Waltham, MA provides a weekly catered lunch every Wednesday.
Company-sponsored happy hours
Onsite office parking
Imprivata employees don't worry about where they will park -- we have our own lots and garages.
Recreational clubs
Imprivata sponsors office sports leagues year round, including softball, basketball, volleyball, soccer, running, golf and more.
Home-office stipend for remote employees
Imprivata offers home office stipends to all of our employees.
Onsite gym
Professional Development
Job training & conferences
Imprivata offers a wide range of training programs to all employees, including functional bootcamps, in-house professional development, and knowledge sharing sessions.
Tuition reimbursement
Imprivata offers tuition reimbursement for all full-time employees for undergraduate degrees.
Lunch and learns
Imprivata hosts a lunch-and-learn series we call KSS (Knowledge Sharing Sessions), intended to help expand our employees' base of knowledge through informal talks/discussions.
Promote from within
Mentorship program
Continuing education stipend
Imprivata offers tuition reimbursement for all full-time employees for graduate degrees.
Continuing education available during work hours
Imprivata employees take at least one LinkedIn Learning course per quarter, attend monthly Knowledge Sharing Sessions, and have access to the Imprivata Learning Center, iLearn.
Online course subscriptions available
Customized development tracks
Paid industry certifications
Imprivata offers tuition reimbursement for all full-time employees for certification courses.

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