Customer Care Team Lead & Ops Coach

Life-Assist, Inc.; Charlotte (NC); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Paid Time Off

Holidays and floating holidays

Employee Assistance Program

Medical, Dental, Vision Insurance

Life Insurance

Disability Insurance

401(k) Plan

Job summary

Life-Assist, Inc. is seeking a Customer Care Assistant Manager to oversee daily operations of the Customer Care Department and coach a team of specialists. You will handle escalations, provide training, and ensure high-quality service across phone, email, chat, and in-person interactions.

The role includes supporting the manager, coordinating with Product Specialists, and aiding with training, scheduling, and process improvements to enhance the customer experience.

Qualifications

• 6+ years of customer service experience or equivalent.
• Experience with medical equipment products is a plus.
• Leadership, mentoring, or coaching experience valued.
• Excellent verbal, written, and interpersonal communication.
• Strong organization and attention to detail.
• Ability to prioritize multiple responsibilities in a fast-paced environment.

Responsibilities

• Support the Customer Care Manager with daily operations.
• Provide coaching, mentoring, training, and feedback to Specialists.
• Serve as contact for customer questions, concerns, and issues.
• Assist customers by phone, email, chat, and in person with product and service information.
• Monitor interactions as part of quality assurance.
• Collaborate with internal departments to resolve service and billing concerns.
• Escalate unresolved grievances to the appropriate department or manager.
• Assist with scheduling, training materials, and recruitment activities.
• Assist with maintaining training materials and performance feedback.
• Step in as Customer Care Manager when unavailable.

Skills

Leadership

Coaching

Communication

Team player

Problem solving

Education

Bachelor’s degree or associate degree preferred

Job description

Life-Assist, Inc. is seeking a Customer Care Assistant Manager to oversee daily operations of the Customer Care Department and coach a team of specialists. You will handle escalations, provide training, and ensure high-quality service across phone, email, chat, and in-person interactions.

The role includes supporting the manager, coordinating with Product Specialists, and aiding with training, scheduling, and process improvements to enhance the customer experience.