Customer Service Lead
New
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LifeMDHealthcare telehealth
United StatesFull-TimeLead
Salary31.25 USD per hour
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Job Details
- Experience
- 1.5–2+ years of customer service experience
- Required Skills
- Customer serviceHIPAA
Requirements
- High school diploma or equivalent.
- 1.5–2+ years of customer service experience in healthcare/telehealth or a comparable contact center.
- Demonstrated escalation or Tier 2-level experience.
- Demonstrated coaching or mentoring experience, including regular, constructive, growth-oriented feedback.
- Strong working knowledge of HIPAA/PHI handling.
- Ability to treat team members consistently and model respectful, professional conduct.
- Associate or bachelor's degree preferred.
- Prior shift lead, subject-matter expert, or coach experience in a healthcare/telehealth contact center preferred.
- Experience with workforce management (WFM) or real-time adherence tools preferred.
- Experience across telehealth verticals such as weight management, women's health, men's health, urgent care, or mental health preferred.
Responsibilities
- Monitor and balance real-time chat, email, and phone queues, reallocating representatives across channels and verticals as volume changes.
- Serve as the first-line escalation resource for representatives handling difficult chats, calls, or emails.
- Run daily huddles covering policy changes, promotions, and known issues across the five program verticals.
- Coach and mentor every representative through side-by-side coaching, interaction monitoring, and clear, actionable feedback.
- Identify representatives' strengths and growth areas and support cross-program mastery and readiness for advanced roles.
- Compile daily and weekly team and individual KPIs, including AHT, CSAT, first-contact resolution, and adherence.
- Assist with new-hire shadowing and nesting for incoming Tier 1 representatives.
- Update knowledge base articles, macros, and escalation playbooks based on floor observations.
- Monitor break and lunch adherence, coordinate coverage and shift swaps with the Supervisor, and document repeated non-adherence.
- Identify recurring issues with Tier 2, apply standards consistently, and escalate performance, conduct, and systemic concerns to the Supervisor or HR.
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