Lead a frontline support team where empathy and execution both matter. You’ll run daily traffic, coach performance in real time, and help patients feel cared for while the operation stays tight.
About Midi Health
Midi Health is a digital-first healthcare company focused on improving women’s health through accessible, modern care. As a fast-growing, mission-driven startup, Midi blends clinical expertise with smart systems to deliver a smoother patient journey and a higher standard of support.
Schedule
• Fully remote (USA)
• Fast-paced, queue-driven environment with live traffic management
• You’ll oversee workflows, staffing, and SLA coverage throughout the day
• Role reports to the PSR Manager and supports a team of 8–10 PSRs
What You’ll Do
⦁ Own daily traffic management, ensuring the right coverage across the right workflows at the right times
⦁ Monitor real-time queues, shift assignments live as needed, and keep performance aligned to SLAs
⦁ Maintain visibility into team capacity and ticket distribution to optimize patient support coverage
⦁ Deliver regular 1:1 coaching focused on communication, efficiency, and quality
⦁ Complete daily and weekly QA reviews, giving actionable, empathetic feedback that actually sticks
⦁ Serve as the first point of escalation for day-to-day PSR questions and patient support challenges
⦁ Build trust and rapport with your team while driving a culture of accountability and continuous improvement
⦁ Support onboarding and peer mentoring for new PSRs under the direction of the PSR Manager
⦁ Partner with the PSR Manager to refine SOPs, training materials, and QA rubrics based on frontline trends
⦁ Surface workflow opportunities and implement improvements that streamline support delivery
What You Need
⦁ 3+ years of experience in a patient-facing support role (healthcare or tech environment preferred)
⦁ 1+ years of experience in a team lead, QA, or training capacity
⦁ Hands-on experience with Zendesk, Athena, and Google Workspace
⦁ Proven ability to manage workload distribution and prioritize in a fast-moving, dynamic setting
⦁ Strong coaching and communication skills with a track record of helping people grow
⦁ High attention to detail and a mindset geared toward operational excellence
Benefits
⦁ Competitive compensation (based on experience)
⦁ Health, dental, and paid time off benefits
⦁ 100% remote work environment
⦁ Opportunity to lead, build, and improve systems at a growing, mission-driven healthcare startup
This one’s moving. If you’re the kind of leader who can balance empathy with standards, step up now.
Help a team thrive while making women’s healthcare support feel smoother, smarter, and more human.
Happy Hunting,
~Two Chicks…