Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies is seeking a Customer Support Team Lead to support daily operations in a remote customer service environment. The role guides and coaches customer support representatives, helps meet service and performance expectations, resolves escalations, and partners with cross-functional teams to improve the customer experience.
Responsibilities
- Provide daily leadership, coaching, guidance, and support to customer service representatives while reinforcing performance and service expectations
- Assist with complex customer inquiries, escalations, system navigation, and case resolution to ensure timely and accurate customer support
- Monitor productivity, quality, schedule adherence, documentation, and other performance indicators to identify opportunities for improvement
- 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
Skills
- Three (3) or more years of professional experience in customer service, contact center operations, healthcare, Medicaid, eligibility, outreach, or a related environment
- Strong coaching, communication, customer service, problem-solving, and conflict-resolution skills
- Experience working with performance metrics, quality standards, customer escalations, and service-level expectations
- Ability to work independently, prioritize multiple responsibilities, and effectively support employees within a remote work environment
- Previous experience as a Team Lead, Senior Representative, Subject Matter Expert, acting supervisor, or in another leadership capacity
Benefits
- Flexible hours
- Work remotely from home
- Comprehensive benefits for eligible employees, including medical, dental, and vision coverage
- Access to a 401(k) retirement savings plan
- Additional employee wellness and financial benefits
- Professional development and career growth opportunities
- For all salaried, full-time candidates: a generous, flexible vacation policy
- For all salaried, full-time candidates: a 401(k) employer match
- For all salaried, full-time candidates: comprehensive health benefits
- For all salaried, full-time candidates: educational assistance
- Leadership and technical development academies to help build your skills and capabilities
Company Overview
Company H1B Sponsorship