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Position Summary:

The Customer Service Team Lead serves as the primary operational resource for Customer Service Specialists and acts as the first level of leadership support within the call center. This role is client-facing and responsible for ensuring service excellence, maintaining compliance with client-specific requirements, supporting employee development, and driving operational efficiency.

The Team Lead serves as a Subject Matter Expert (SME) across assigned client programs and provides real-time guidance, coaching, and escalation support to team members. This position partners closely with Operations, Account Management, DTP, Technical Support, and other cross-functional teams to ensure customer inquiries are resolved accurately, efficiently, and in accordance with client, regulatory, and company requirements.

The ideal candidate leads through both expertise and empathy, balancing operational excellence with a genuine commitment to employee development. This individual fosters a culture of accountability, trust, collaboration, and continuous improvement while maintaining high standards of performance and customer service. They lead by example through consistent attendance, reliability, professionalism, and a strong work ethic, serving as a role model for both operational execution and team engagement.

Key Responsibilities:

Leadership & Team Development:

Serve as the primary escalation point and Subject Matter Expert (SME) for Customer Service Specialists.
Provide coaching, mentoring, quality reviews, and performance feedback.
Assist with onboarding, training, and reinforcement of departmental and client-specific requirements.
Foster a positive, accountable, and customer-focused team environment.

Operations & Customer Support:

Monitor call, email, and ticket queues to ensure service levels and operational goals are achieved.
Manage escalations and support daily operational needs.
Handle complex customer inquiries requiring advanced troubleshooting and resolution.
Prepare operational reports, billing documentation, and client-related metrics.
Serve as acting supervisor when needed and recommend improvements to service delivery and operational performance.

Quality, Compliance & Continuous Improvement:

Ensure adherence to client requirements, compliance standards, and company policies.
Monitor documentation quality and ticket accuracy.
Identify process gaps, compliance risks, and improvement opportunities.
Maintain departmental documentation and training resources.
Support Quarterly Business Reviews (QBRs), client reporting, and operational projects.

Leadership Expectations:

Lead by example through consistent attendance, reliability, professionalism, and accountability.
Demonstrate empathy, emotional intelligence, and sound judgment while supporting team members.
Build trust through fairness, transparency, and consistent follow-through.
Take ownership of challenges and proactively drive solutions.

Education & Experience:

Associate's or Bachelor's degree preferred; equivalent experience considered.
Minimum 3 years of customer service, contact center, or operations experience.
Previous leadership, coaching, or senior representative experience preferred.
Experience in healthcare, pharmaceutical, regulated, or compliance-driven environments preferred.

Technical Requirements:

Experience with Zendesk/CRM ticketing and call center platforms.
Proficiency in Microsoft Office Suite, particularly Excel, Outlook, Word, and PowerPoint.
Ability to analyze operational metrics and manage multiple priorities.

Core Competencies:

Leadership & Coaching.
Accountability & Dependability.
Client-facing and Customer Focused.
Emotional Intelligence.
Communication & Collaboration.
Critical Thinking & Problem Solving.
Operational Excellence.
Quality & Compliance Awareness.
Adaptability & Continuous Improvement.

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