Customer Support Team Lead

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $39.1k - $55.9k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Consulting • Logistics • Healthcare Insurance

Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.

📋 Description

• Provide daily leadership, coaching, guidance, and support to customer service representatives • Reinforce performance and service expectations • 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 • Support onboarding, employee development, process updates, knowledge sharing, and continuous improvement initiatives • Collaborate with leadership and program stakeholders in a geographically dispersed customer service operation

🎯 Requirements

• Three (3) 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 preferred • Strong coaching, communication, customer service, problem-solving, and conflict-resolution skills • Experience with performance metrics, quality standards, customer escalations, and service-level expectations • Ability to work independently and prioritize multiple responsibilities • Ability to support employees effectively within a remote work environment

🏖️ Benefits

• Comprehensive benefits including medical, dental, and vision coverage • 401(k) retirement savings plan • 401(k) employer match • Employee wellness and financial benefits • Professional development and career growth opportunities • Flexible vacation policy • Educational assistance • Leadership and technical development academies • Work flexibility • Learning and career development