Customer Support Team Lead

Gainwell Technologies

Customer Support Team Lead guiding remote healthcare customer service operations at Gainwell Technologies. Coaching representatives, managing performance metrics, and resolving escalations across operational teams.

Posted 8/17/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $39,100 - $55,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and coaching abilities in customer service operations, with a focus on performance metrics, quality standards, and effective conflict resolution. Capable of supporting employee development and collaboration in a remote work environment.

Highest-signal resume keywords

Customer Service LeadershipCoaching SkillsPerformance Metrics ManagementConflict ResolutionRemote Team Support

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer ServiceContact Center OperationsPerformance MetricsQuality StandardsCase ResolutionEscalation ManagementService-Level ExpectationsProcess ImprovementDocumentationEmployee Development

Soft Skills

Communication SkillsProblem-Solving SkillsConflict-Resolution SkillsIndependent WorkPrioritization

Industry Keywords

HealthcareMedicaidEligibilityOutreachCustomer Inquiries

About the role

Key responsibilities & impact

Provide daily leadership, coaching, guidance, and support to customer service representatives
Reinforce performance and service expectations
Assist with complex customer inquiries, escalations, system navigation, and case resolution
Monitor productivity, quality, schedule adherence, documentation, and other performance indicators
Partner with Operations, Quality, Training, Workforce Management, and other teams to resolve service issues
Support onboarding, employee development, process updates, knowledge sharing, and continuous improvement initiatives
Collaborate with leadership and program stakeholders in a geographically dispersed customer service operation

Requirements

What you’ll need

Three (3) or more years of professional experience in customer service, contact center operations, healthcare, Medicaid, eligibility, outreach, or a related environment
Previous experience as a Team Lead, Senior Representative, Subject Matter Expert, acting supervisor, or in another leadership capacity preferred
Strong coaching, communication, customer service, problem-solving, and conflict-resolution skills
Experience with performance metrics, quality standards, customer escalations, and service-level expectations
Ability to work independently and prioritize multiple responsibilities
Ability to support employees effectively within a remote work environment

Benefits

Comp & perks

Comprehensive benefits including medical, dental, and vision coverage
401(k) retirement savings plan
401(k) employer match
Employee wellness and financial benefits
Professional development and career growth opportunities
Flexible vacation policy
Educational assistance
Leadership and technical development academies
Work flexibility
Learning and career development