Customer Care Team Lead: Escalations & Coaching

WellDyne; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

WellDyne is seeking a Customer Care Team Lead to provide real-time operational support to MCCP advocates and manage escalations. You will coordinate complex member issues, guide senior peers, and ensure quality and process adherence across the team.

The role emphasizes coaching, cross-functional collaboration, and maintaining service levels while supporting a productive, respectful work environment.

Qualifications

• High School Diploma required.
• Post High School education or specialized training a plus.
• Demonstrated success in an advanced or senior customer care/member services role preferred.
• One plus years’ experience in a customer service contact center environment required.
• PBM, pharmacy, healthcare, or related industry experience desired.
• Demonstrated knowledge of MCCP processes, workflows, systems, and escalation procedures preferred.
• Previous experience supporting complex cases, escalations, peer development, training, or floor support preferred.

Responsibilities

• Provide real-time floor and operational support to MCCP advocates, serving as a primary resource for process questions, complex cases, and issue resolution.
• Perform and provide guidance on responsibilities assigned to senior or advanced-level advocates.
• Own or coordinate escalated member issues and complaints, ensuring accurate documentation, appropriate follow-up, and timely resolution.
• Research and assist with complex member inquiries, tickets, account-related issues, and other operational work requiring advanced support.
• Coach associates and reinforce established quality, documentation, productivity, customer service, and process expectations.
• Support queue monitoring and workload distribution to help maintain service levels and operational continuity.
• Assist with inbound and outbound calls, tickets, and other operational work based on volume and business needs.
• Provide clear and accurate guidance using approved procedures, job aids, and available resources.
• Partner with Operations, IT, Quality, Training, Client Services, and other support teams to resolve issues requiring cross-functional assistance.
• Identify recurring member concerns, operational trends, and process gaps and communicate opportunities for improvement to leadership.
• Support new-hire development, cross-training, nesting, ongoing knowledge reinforcement, and implementation of process or workflow changes.
• Build effective working relationships and demonstrate sound judgment, professionalism, and appropriate escalation when handling difficult member or operational situations.

Skills

Customer service leadership

Problem-solving

Communication

Coaching

Escalation management

Documentation

Team leadership

Operations support

Education

High School Diploma

Post-secondary education or training

Pharmacy/Healthcare exposure

Tools

MCCP processes

Customer care systems

Job description

WellDyne is seeking a Customer Care Team Lead to provide real-time operational support to MCCP advocates and manage escalations. You will coordinate complex member issues, guide senior peers, and ensure quality and process adherence across the team.

The role emphasizes coaching, cross-functional collaboration, and maintaining service levels while supporting a productive, respectful work environment.