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← Prolaio

Customer Success Team Lead (5pm-1am CT)

Prolaio
Location
Chicago, IL
Posted
26 days ago
Department
Operations
What they actually want (must-haves)
  • Bachelor's degree preferred
  • 5+ years in customer service, technical support, or a helpdesk role, preferably in a clinical or healthcare setting
  • Proficient verbal and written English required
  • Strong problem-solving skills; able to diagnose and troubleshoot technical issues independently and as part of a team
  • Demonstrated ability to guide, coach, or coordinate others and to keep a team aligned to process and standards
Nice to have
  • Prior experience as a team lead, senior specialist, or in a mentoring/coordination capacity
  • Experience as a CRC, research assistant, data coordinator, or equivalent in a clinical research setting
  • ACRP or equivalent certification a plus
  • Experience with helpdesk ticketing systems and support platforms, specifically Zendesk
  • Familiarity with compliance monitoring in clinical or healthcare environments
What the job really is

As the Customer Success Team Lead at Prolaio, you will oversee the customer success and technical support for clinical projects, acting as the primary point of escalation for complex issues. Your responsibilities include guiding team members, monitoring service level agreements (SLAs), and ensuring quality performance while also handling customer support calls and troubleshooting technical issues. You will also contribute to clinical research coordination activities and process improvements within the team.

Benefits
  • Competitive salary, performance bonus, and equity
  • Medical, dental, and vision plans with multiple options and strong company contributions
  • HSA, FSA, commuter benefits, and a $1,200 annual Lifestyle Spending Account
  • Generous paid time off, sick leave, and company holidays
  • Paid parental leave, caregiver leave, and support for growing families
  • Company-paid life insurance and short- and long-term disability coverage
Things to weigh
  • The role requires working the overnight shift from 5pm to 1am CT
  • Exact compensation may vary based on skills, experience, and location
  • This is a non-exempt position and is eligible for overtime in accordance with applicable law
Job score3.2/5
Benefits4/5
Freshness4/5
Career value4/5
Role clarity4/5
Pay transparency0/5

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