Customer Support Team Lead
New
G
Gainwell TechnologiesHealthcare customer support
Remote USFull-TimeLead
Salary39,100 - 55,900 USD per year
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Job Details
- Experience
- Three (3) or more years of professional experience in customer service, contact center operations, healthcare, Medicaid, eligibility, outreach, or a related environment.
- Required Skills
- Customer serviceCoaching
Requirements
- Have three or more years of professional experience in customer service, contact center operations, healthcare, Medicaid, eligibility, outreach, or a related environment.
- Previous experience as a Team Lead, Senior Representative, Subject Matter Expert, acting supervisor, or in another leadership capacity is preferred.
- Bring coaching, communication, customer service, problem-solving, and conflict-resolution skills.
- Have experience with performance metrics, quality standards, customer escalations, and service-level expectations.
- Be able to work independently and prioritize multiple responsibilities.
- Be able to support employees effectively within a remote work environment.
Responsibilities
- Provide daily leadership, coaching, guidance, and support to customer service representatives.
- Assist with complex customer inquiries, escalations, system navigation, and case resolution.
- Monitor productivity, quality, schedule adherence, documentation, and other performance indicators.
- Partner with Operations, Quality, Training, Workforce Management, and other teams to resolve service issues and support operational priorities.
- Support onboarding, employee development, process updates, knowledge sharing, and continuous improvement initiatives.
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