Customer Service Lead

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $31 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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LifeMD

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

💼 Consulting

📣 Marketing

Healthcare • Consulting • Marketing

LifeMD is a 50-state direct-to-patient telehealth company providing virtual primary care, diagnostics, and specialized treatments. They focus on men's and women's health, allergies, asthma, and dermatological issues. With a proprietary technology platform, a comprehensive medical group, and a nationwide mail-order pharmacy network, LifeMD aims to increase access to affordable healthcare. The company offers online consultations with board-certified doctors, covering various health concerns from weight management to chronic conditions, available anytime and anywhere.

📋 Description

• Monitor and balance queues across real-time chat, email, and phone channels, reallocating representatives between channels and verticals as volume dictates. • Serve as the first-line escalation resource for difficult chats, calls, and emails. • Run daily huddles covering policy changes, promotions, and known issues across five program verticals. • Coach and mentor every representative on the pod through side-by-side coaching, call/chat monitoring, constructive feedback, and actionable next steps. • Support cross-program skill development and readiness for advanced or senior roles. • Track and report team and individual KPIs, including AHT, CSAT, first-contact resolution, and adherence. • Support onboarding through new-hire shadowing and nesting. • Maintain knowledge base articles, macros, and escalation playbooks. • Monitor break and lunch adherence, address lateness, and document repeated non-adherence. • Coordinate shift swaps and coverage with the Supervisor. • Surface recurring systemic issues to Tier 2 for broader process or policy fixes. • Apply monitoring, coaching, recognition, and scheduling criteria consistently and document coaching objectively. • Escalate favoritism, bullying, harassment, or retaliation concerns to the Supervisor or HR.

🎯 Requirements

• High school diploma or equivalent; associate/bachelor's degree preferred. • 1.5–2+ years of customer service experience in a healthcare/telehealth or comparable contact center, including demonstrated escalation/Tier 2-level experience. • Demonstrated coaching or mentoring experience - proven ability to give regular, constructive, growth-oriented feedback, not only corrective feedback, even without a formal management title. • Strong working knowledge of HIPAA/PHI handling. • Demonstrated ability to treat all team members consistently and without favoritism, and to model respectful, professional conduct on the floor. • Prior experience as a shift lead, subject-matter expert, or coach in a healthcare/telehealth contact center preferred. • Experience with workforce management (WFM) or real-time adherence tools preferred. • Experience across multiple verticals similar to weight management, women's health, men's health, urgent care, or mental health telehealth 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