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