Customer Support Team Lead - Hybrid (Indianapolis, Indiana)

Gainwell Technologies LLC•Indianapolis, IN

5d•$39,520 - $47,840•Hybrid

About The Position

The Customer Support Team Lead provides day-to-day leadership and operational support within a high-volume healthcare contact center environment. This role serves as the first point of escalation for customer issues while supporting service delivery to members, providers, and internal stakeholders. The Team Lead monitors operational performance, coaches staff, supports onboarding and training activities, reviews quality standards, and promotes compliance with healthcare regulations and contractual requirements. This position combines direct customer interaction with leadership responsibilities and serves as a key liaison between frontline staff and management.

Requirements

Associate degree required; equivalent professional experience may be considered in lieu of a degree.
Minimum 2 years of experience in a call center, contact center, customer assistance, or customer service environment.
Prior leadership experience as a Team Lead, Senior Representative, Subject Matter Expert (SME), Trainer, Mentor, Escalation Specialist, or similar role.
Experience utilizing workforce management tools, quality monitoring systems, Microsoft Office applications, and performance reporting tools.

Nice To Haves

Healthcare, health insurance, Medicaid, Medicare, provider services, member services, or healthcare customer support experience preferred.

Responsibilities

Support members, providers, and customers through inbound and outbound interactions while assisting with the resolution of complex or escalated inquiries.
Monitor daily call center operations, service levels, call queues, schedules, workloads, and operational metrics to support contractual performance requirements.
Provide ongoing coaching, mentoring, feedback, and development support to customer service representatives through huddles, side-by-side coaching, and performance discussions.
Conduct quality reviews of calls, documentation, and customer interactions while promoting adherence to HIPAA requirements, quality standards, and established procedures.
Partner with leadership and stakeholders to communicate operational updates, identify process improvement opportunities, prepare performance reports, and support continuous improvement initiatives.