Medical Marijuana Help Desk Team Lead — Remote/Hybrid

ADP, Inc.; Philadelphia (Philadelphia County); Hybrid; USD 22,000 - 31,000; Full time

Job summary

InspiriTec seeks a Medical Marijuana Help Desk - Team Lead in Philadelphia to supervise a customer service team, ensuring efficient handling of calls, chats, and escalations while aligning with leadership expectations.

The role supports on-site and hybrid/remote work, with weekend/night shifts and a holiday work-from-home option. Prior supervisory experience and compliance with DOH policies are preferred.

Qualifications

• Formal coaching and communication skills required.
• Experience training employees for performance improvement.
• Ability to work in a diverse team and lead independently.
• Experience in customer service is essential.
• Familiarity with performance metrics (SLA, KPI) preferred.
• Supervisory experience may be required.
• Proficiency with technology, especially computers and phone systems.

Responsibilities

• Align with the Servant Leadership philosophy.
• Monitor the Medical Marijuana team chat when scheduled.
• Monitor inbound call queue to ensure timely answering of calls.
• Communicate with other leads about breaks and schedule impact.
• Take calls in queue when required and accept live transfers.
• Assist supervisory callbacks within 2 business hours.
• Review and escalate tickets in Salesforce promptly.
• Answer password/email update requests from agents in chat.
• Anticipate escalations and take over calls as needed.
• Stay informed on policies related to the Medical Marijuana team.
• Monitor attendance and report deviations to management.
• Keep up to date with RightAnswers changes.

Skills

Coaching & communication

Customer service experience

Team leadership

Problem solving

Under pressure

Phone system proficiency

Education

High school diploma or equivalent

Tools

Salesforce

RightAnswers

Computer proficiency

Job description

InspiriTec seeks a Medical Marijuana Help Desk - Team Lead in Philadelphia to supervise a customer service team, ensuring efficient handling of calls, chats, and escalations while aligning with leadership expectations.

The role supports on-site and hybrid/remote work, with weekend/night shifts and a holiday work-from-home option. Prior supervisory experience and compliance with DOH policies are preferred.