Customer Service Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and balance workloads across real-time chat, email, and phone channels, reallocating team members based on volume demands.

• Act as the primary escalation point for challenging chats, calls, and emails.

• Conduct daily meetings to discuss policy updates, promotions, and known issues across five program areas.

• Mentor and coach each representative in the team through side-by-side coaching, monitoring calls/chats, providing constructive feedback, and outlining actionable next steps.

• Facilitate cross-program skill enhancement and prepare team members for advanced or senior positions.

• Track and report on team and individual key performance indicators (KPIs), including average handling time (AHT), customer satisfaction (CSAT), first-contact resolution, and adherence.

• Assist with onboarding by shadowing new hires and supporting their nesting process.

• Maintain and update knowledge base articles, macros, and escalation procedures.

• Monitor adherence to break and lunch schedules, address tardiness, and document recurring non-compliance.

• Collaborate with the Supervisor to coordinate shift swaps and coverage.

• Identify and report ongoing systemic issues to Tier 2 for broader process or policy improvements.

• Implement monitoring, coaching, recognition, and scheduling standards consistently, and document coaching objectively.

• Report concerns regarding favoritism, bullying, harassment, or retaliation to the Supervisor or HR.

⛳️ Requirements

• High school diploma or equivalent; an associate or bachelor's degree is preferred.

• 1.5–2+ years of experience in customer service within a healthcare/telehealth environment or a similar contact center, with proven escalation/Tier 2-level experience.

• Proven coaching or mentoring experience - ability to provide ongoing, constructive, growth-oriented feedback, not solely corrective feedback, even without a formal management title.

• Strong understanding of HIPAA/PHI regulations.

• Proven ability to treat all team members equitably and without favoritism, while modeling respectful and professional behavior on the floor.

• Previous experience in a role as a shift lead, subject-matter expert, or coach within a healthcare/telehealth contact center is preferred.

• Familiarity with workforce management (WFM) or real-time adherence tools is preferred.

• Experience in multiple verticals such as weight management, women's health, men's health, urgent care, or mental health telehealth is preferred.

🏝️ Benefits

• Health Care Plan (Medical, Dental & Vision)

• Retirement Plan (401k, Roth 401k)

• Life Insurance (Basic, Voluntary & AD&D)

• Paid Time Off

• Paid Holidays

• Short Term Disability

• Training & Development