Lead Support Specialist

Langate is a trusted technology partner delivering digital solutions for business, healthcare, and education clients, with strong collaboration across the U.S. market. We value clear communication, ownership, and teamwork, and we’re looking for someone who can strengthen support processes and work effectively across teams. For this role, we’re seeking a candidate with solid experience in support or customer service leadership, process improvement, ticketing platforms, and service quality metrics. About the project: a healthcare technology company focused on simplifying insurance eligibility verification, coverage tracking, and payer communication for healthcare providers. Our platform helps billing teams, admissions staff, and revenue cycle leaders reduce delays, prevent denials, and improve reimbursement accuracy. We work with skilled nursing facilities, billing companies, and healthcare organizations that manage high volumes of patient coverage checks and payer communication. Requirements: 5+ years of experience in a support or customer service role, preferably in a technology services company Experience with Freshdesk or similar ticketing/help desk platforms, including SLA setup, automation, and workflow optimization Ability to build and structure a knowledge base and improve support documentation Experience with client onboarding process improvement and service quality metrics Strong problem-solving skills and ability to handle L2/L3 support tickets independently Leadership mindset with the ability to coordinate support processes and improve team performance Responsibilities: Analyze the current support setup and restructure the support department processes Configure and optimize Freshdesk, including SLA rules, automation, and AI-based features Build and maintain a knowledge base for internal and client-facing support needs Improve and standardize the client onboarding process Handle L2/L3 support tickets and ensure high-quality issue resolution Coordinate support workflows and contribute to better team performance and accountability Define and track key support quality metrics such as CSAT, NPS, SLA compliance, and onboarding efficiency Team: 1 Team Lead, 2 Senior .NET Full Stack dev, 2 Middle .NET Full stack devs, 1 Senior Front-end dev, 2PMs, 3QAs, 1 DB developer, 2 BAs, 3 DevOPS engineers. You will be inside a Support team – 3 people. Schedule: 5/2, 8-hour working day (40 hr per week), Remote, Kyiv 15:00-00:00 (US overlap required). Hiring process: HR interview + tech specialists + Final interview with CEO

We offer

Competitive compensation B2B contract, paid sick leave, 20 days of paid vacation Free English lessons Flexible work schedule Official holidays are non-working days Paid courses and certifications Сoach / psychologist consultation Workshops Career development plan Mentoring Education Medical Health Insurance Why Choose Us? What Do We Offer that's Exceptional? Cutting-Edge Technologies on Real Projects: At Langate, you'll work with the latest technologies on live projects. We're a dynamic, fast-growing company, so you'll find a minimal amount of legacy systems and plenty of opportunities to implement new technologies. Work-Life Balance with Benefits: We value work-life balance and offer paid time off, including vacation days and sick leave. Remote work options and hearty life are part of the package too. Investment in Your Growth: We're committed to your professional development. You can expect training programs, courses, and opportunities to enhance your English language skills. Team Building and Unity: We know that a happy team is a productive team. That's why we organize team-building events and group activities to foster strong bonds and a sense of belonging. When you choose us, you're choosing a company that values innovation, invests in its employees, and provides a supportive and engaging work environment. Join us in shaping the future of technology! Need more information? Welcome!