Hybrid Customer Care Team Lead — FAMLI Support

Maryland; Baltimore (MD); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Flexible hours

Hybrid teleworking

Paid holidays

Generous leave package

State pension

Health insurance

401(k) and 457 plans

Job summary

Maryland’s Department of Labor, Licensing and Regulation (MD DLLR) seeks a Team Lead/Advanced Specialist for its FAMLI Customer Care team in Baltimore. The role drives advanced program support, coaching, and service quality to ensure accurate eligibility, account creation, and claim status information for workers and employers.

The position combines hands‑on customer care with leadership responsibilities, including workload direction, training, and escalation management, to maintain high

Qualifications

• High school diploma or equivalent; 3 years in customer service/call center.
• Bilingual English/Spanish is preferred.
• Bachelor’s degree in Public Administration, Business Administration, Social Work or related field is a plus.

Responsibilities

• Handle inquiries via phone, email, webchat, and live chat.
• Direct daily workload distribution and staffing to meet service levels.
• Provide onboarding, training, and quality reviews for staff.
• Monitor performance metrics and escalations; manage complex cases.
• Collaborate with Policy, Employer Services and other teams on issues.

Skills

Customer service

Call center

Bilingual communication

Education

Bachelor’s degree in related field

High school diploma

Tools

Salesforce

Genesys

Job description

Maryland’s Department of Labor, Licensing and Regulation (MD DLLR) seeks a Team Lead/Advanced Specialist for its FAMLI Customer Care team in Baltimore. The role drives advanced program support, coaching, and service quality to ensure accurate eligibility, account creation, and claim status information for workers and employers.

The position combines hands‑on customer care with leadership responsibilities, including workload direction, training, and escalation management, to maintain high