This is a frontline people-leader role overseeing a small PSR team, managing real-time queue coverage, and running coaching plus QA to improve patient support performance in a fast-moving environment.
About Midi Health
Midi Health provides virtual care for women 40+, focused on perimenopause, menopause, and midlife health needs. The team operates in a fast-paced, digital-first startup environment centered on patient experience.
Schedule
- Remote (USA)
- Schedule not listed in the posting
What You’ll Do
- Manage daily traffic flow and staffing across workflows to meet SLAs
- Monitor real-time queues and make live adjustments to team responsibilities
- Track team capacity and ticket distribution to optimize coverage
- Deliver regular 1:1 coaching focused on communication, efficiency, and quality
- Complete daily/weekly QA reviews and provide actionable feedback
- Partner with the PSR Manager to identify performance trends and support accountability
- Serve as first point of escalation for day-to-day PSR questions and concerns
- Support onboarding and peer mentoring for new team members
- Collaborate on SOPs, training materials, and QA rubrics
- Share frontline insights to improve patient support processes and drive continuous improvement
- Identify and implement workflow improvements that streamline support delivery
What You Need
- 3+ years in a support team supervisory role (healthcare or tech preferred)
- 1+ years in a team lead, QA, or training capacity
- Experience with Zendesk, Athena, and Google Workspace
- Proven ability to manage workload distribution and prioritize in a dynamic setting
- Strong coaching and communication skills with a track record of developing others
- High attention to detail and commitment to operational excellence
Benefits
- Not listed in the posting
Happy Hunting,
~Two Chicks…