Team Lead - After Hours Customer Support (US Healthcare) - EST Hours (Remote) at A1M Solutions

South Africa

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

NoVisa

Healthcare, BPOIndustries

Requirements

Proven leadership or management experience
Strong resilience and ability to handle challenges with grit
Clear and professional communication skills
Ability to accept and act on constructive feedback
Strong problem-solving skills and the ability to make decisions under pressure
MS Office and Outlook computer skills
A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection
A reliable power backup solution to manage load shedding and power outages
Experience with remote work or night shifts (advantage)
Familiarity with U.S.-based healthcare operations (plus)

Responsibilities

Manage after-hours operations and serve as the main point of contact for urgent issues
Monitor communication channels to ensure timely responses and proper escalation
Ensure adequate staffing coverage for all shifts
Collaborate with the daytime team to provide continuity and maintain service standards
Support the office team with preparation, planning, and project work as needed

Skills

Key technologies and capabilities for this role

Team LeadershipCustomer SupportHealthcare CoordinationShift ManagementEscalation HandlingCommunication MonitoringStaffing CoordinationRemote Work Setup

Questions & Answers

Common questions about this position

Is this a remote position?

Yes, this is a fully remote working role.

What are the working hours for this role?

During training: Monday to Friday, 9:00am – 6:00pm EST. After training: Changing shifts throughout the week (Monday to Sunday), typically 9:00pm – 5:00am EST or 10:00pm – 6:00am EST, with a standard 40-hour workweek.

What skills and experience are required for this Team Lead role?

Proven leadership or management experience, strong resilience, clear and professional communication skills, ability to accept and act on constructive feedback, strong problem-solving skills, ability to make decisions under pressure, and MS Office and Outlook computer skills are required.

What is the salary or compensation for this position?

This information is not specified in the job description.

What makes a strong candidate for this role?

Candidates with proven leadership experience, resilience under pressure, strong communication and problem-solving skills, plus experience in remote work, night shifts, or U.S. healthcare operations will stand out.

A1M Solutions

Design and data support for government healthcare

About A1M Solutions

A1M Solutions specializes in providing design, data, and policy-informed support for government healthcare programs, with a focus on serving disadvantaged populations. The company leverages expertise in government healthcare programs, data analysis, and policy/legislation to design effective business strategies and enhance digital service delivery, utilizing agile research and insights to untangle complex problems and generate thoughtful solutions.

Chico, CA, USAHeadquarters

2018Year Founded

VENTURE_UNKNOWNCompany Stage

Consulting, Social ImpactIndustries

11-50Employees