Customer Service Lead

LifeMD, Inc.; Northern (KY); Hybrid; USD 39,000 - 47,000; Full time

Benefits offered by this job

Health Care Plan

401k Retirement Plan

Life Insurance

Paid Time Off

Paid Holidays

Short Term Disability

Training & Development

Job summary

LifeMD, Inc. seeks a Team Lead to provide real-time floor support, coaching, and queue management for a pod of Tier 1 and Tier 2 reps across Digital Experience or Phone teams in our telehealth operations.

You will reinforce cross-program knowledge across all five verticals (weight, women’s health, men’s health, urgent care, mental health) and escalate performance concerns to the Supervisor.

Qualifications

• Must have proven coaching or mentoring experience providing regular, constructive feedback.
• Strong background in customer service within healthcare/telehealth or related contact center.
• Experience handling HIPAA/PHI and maintaining patient privacy.
• Consistent, professional conduct and fair leadership on the floor.

Responsibilities

• Monitor and balance chat, email, and phone queues in real time.
• Serve as first-line escalation for reps needing guidance on difficult interactions.
• Lead daily huddles to communicate policy changes and issues across all verticals.
• Coach every rep with actionable feedback and track progress with supervisors.
• Support onboarding and shadowing for new Tier 1 reps.

Skills

Coaching/mentoring

Customer service

Escalation

HIPAA/PHI handling

Professional conduct

Education

High school diploma

Associate/Bachelor's preferred

Tools

WFM

Real-time adherence tools

Job description

About Us:

LifeMD is a leading provider of virtual primary care, telehealth, and specialized treatment programs serving hundreds of thousands of patients nationwide. Our vertically integrated platform combines 50-state licensed providers, in-house pharmacy and lab integrations, and proprietary technology that enables safe, high-quality, and affordable care.

At the heart of this transformation is our team of developers, engineers, and tech innovators building state-of-the-art systems that make healthcare smarter, faster, and more accessible. From architecting scalable backend systems to crafting intuitive user experiences, we are pushing boundaries every day.

Recognized as one of the fastest-growing healthcare tech companies (#166 on Deloitte Fast 500 in 2023), LifeMD is not just a healthcare company — it's a tech company revolutionizing healthcare.

About the Role:

The Team Lead provides real-time floor support, coaching, and queue management for a pod of Tier 1 and Tier 2 representatives within either the Digital Experience team (live chat, messages, email) or the Phone team (inbound/outbound calls) - the two functional teams the department is organized around. Every rep on the pod is expected to know all five program verticals - weight management, women's health, men's health, urgent care, and mental health - regardless of channel; the Lead is responsible for confirming and reinforcing that cross-program knowledge on the floor. This is a front-line leadership role, not a formal people-manager role: the Team Lead is the first point of contact for reps needing in-the-moment guidance, and escalates performance, staffing, and conduct concerns to the Supervisor.

Responsibilities:

• Monitor and balance queues - track real-time chat, email, and phone queues and staffing across the shift, reallocating reps between channels/verticals as volume dictates.
• Serve as first-line escalation for reps - act as the immediate resource when a rep needs guidance on a difficult chat, call, or email.
• Run daily huddles - communicate policy changes, promotions, and known issues across all five verticals.
• Coach and mentor every rep on the pod - provide regular, growth-oriented coaching and constructive feedback to all reps, not only when a problem comes up; pair side-by-side coaching and call/chat monitoring with clear, actionable next steps, and flag performance concerns to the Supervisor when needed.
• Support skill development - identify each rep's strengths and growth areas, and mentor them toward cross-program mastery (all five verticals) and readiness for more advanced or senior roles.
• Track and report KPIs - compile team and individual metrics (AHT, CSAT, first-contact resolution, adherence) on a daily/weekly basis.
• Support onboarding - assist with new-hire shadowing and nesting for incoming Tier 1 reps.
• Maintain shared resources - help update knowledge base articles, macros, and escalation playbooks based on floor observations.
• Monitor break and lunch adherence in real time - track that every rep on the pod leaves for and returns from breaks/lunch on time per the Supervisor's break schedule; address lateness in the moment and document repeated non-adherence for the Supervisor.
• Coordinate shift swaps and coverage - partner with the Supervisor on break/lunch coverage and shift swaps so queues stay staffed.
• Surface systemic issues - work with Tier 2 to identify recurring problems that need broader process or policy fixes.
• Apply standards consistently - use the same monitoring, coaching, recognition, and break/schedule-swap criteria for every rep on the pod, regardless of personal relationships; document coaching sessions with specific, objective examples.
• Escalate conduct concerns - immediately report any observed or reported favoritism, bullying, harassment, or retaliation to the Supervisor/HR rather than attempting to resolve it informally on the floor.

Required Qualifications:

• High school diploma or equivalent; associate/bachelor's degree preferred.
• 1.5–2+ years of customer service experience in a healthcare/telehealth or comparable contact center, including demonstrated escalation/Tier 2-level experience.
• Demonstrated coaching or mentoring experience - proven ability to give regular, constructive, growth-oriented feedback, not only corrective feedback, even without a formal management title.
• Strong working knowledge of HIPAA/PHI handling.
• Demonstrated ability to treat all team members consistently and without favoritism, and to model respectful, professional conduct on the floor.

Preferred Qualifications:

• Prior experience as a shift lead, subject-matter expert, or coach in a healthcare/telehealth contact center.
• Experience with workforce management (WFM) or real-time adherence tools.
• Experience across multiple verticals similar to weight management, women's health, men's health, urgent care, or mental health telehealth.

• Compensation: $31.25/hour

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, Roth 401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Paid Holidays
• Short Term Disability
• Training & Development