Customer Service Lead

Fusion Advanced Technology, LLC; Baltimore (MD); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Job summary

Fusion Advanced Technology, LLC is seeking a skilled customer service manager in Baltimore, Maryland. This role involves overseeing customer service representatives, managing performance metrics, and ensuring service quality. Ideal candidates will have around 5 years of experience in customer service and lead responsibilities in call centers.

Fusion offers a competitive benefits package including medical, dental, and vision coverage. We're committed to equal employment opportunities without discrimination.

Qualifications

• 5+ years total relevant experience in customer service or call centers.
• 1+ year in a lead or supervisory role.
• Experience with Maryland constituent service preferred.

Responsibilities

• Manage customer service representatives and performance metrics.
• Oversee complaint resolution and service quality monitoring.
• Coordinate with technical teams on cross-functional issues.

Skills

Customer service management

Escalation handling

Service quality monitoring

Training reinforcement

Multilingual service delivery

Education

Bachelor’s degree

Job description

Core responsibilities

• Manage customer service representatives, queue performance, response times, and escalation handling.
• Oversee complaint resolution, repeat-issue analysis, service-quality monitoring, and training reinforcement.
• Coordinate with case, payment, QA, and technical teams on cross-functional issues.
• Maintain knowledge materials, scripts, templates, and customer support procedures.
• Support provider/family outreach, communication updates, and service reporting.
• Help tune staffing and service processes during transition and stabilization.

Recommended minimum qualifications

Bachelor’s degree preferred; equivalent experience acceptable. Five or more years of professional experience in customer service, call center operations, public-facing service delivery, or regulated constituent support environments, including lead or supervisory responsibility.

Minimum years of experience criteria

• 5+ years total relevant experience
• 1+ year in lead, supervisory, or senior customer-service responsibility
• Direct Maryland constituent service, public assistance support, childcare support, or education program service experience strongly preferred

Preferred qualifications

• Experience serving families, providers, or claimants in a public program setting.
• Experience handling escalations, service complaints, and quality review in a call center or service desk environment.
• Experience with multilingual service delivery and service-level metrics.
• Experience with Maryland or MSDE support environments.

Benefits

Fusion offers a competitive benefits package that includes medical, dental, and vision coverage.

Equal Employment Opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. Fusion Advanced Technology does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information, or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.