Customer Service Lead - Multilingual & Public Programs

GoFusion; Baltimore, Northern (MD, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Job summary

Fusion Advanced Technology, LLC is seeking a Customer Service Lead in Baltimore, MD to manage provider and family support operations, including call and email response management, escalation handling, and QA for MSDE inquiries.

The role leads customer service representatives, coordinates with cross-functional teams, maintains knowledge materials, and helps optimize staffing during transition and stabilization.

Qualifications

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

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.

Skills

Leadership

Customer service

Communication

Multilingual service

Education

Bachelor’s degree preferred

Job description

Fusion Advanced Technology, LLC is seeking a Customer Service Lead in Baltimore, MD to manage provider and family support operations, including call and email response management, escalation handling, and QA for MSDE inquiries.

The role leads customer service representatives, coordinates with cross-functional teams, maintains knowledge materials, and helps optimize staffing during transition and stabilization.