Remote Customer Care Team Lead — FAMLI

State of Maryland; Maryland; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible hours

Hybrid teleworking

Paid holidays 12-13 per year

Generous leave package (annual, sick,?

State Pension

Job summary

Maryland Department of Labor, Licensing and Regulation seeks a Team Lead/Advanced Specialist for the FAMLI Customer Care team. Lead customer care operations, guide staff, and resolve complex inquiries across multiple channels to ensure accurate, timely service.

The role emphasizes policy knowledge, cross-team collaboration, and ongoing training, with flexible hours and hybrid telework as part of benefits.

Qualifications

• Three years of customer service experience in a call center environment.
• One year of experience in a customer service environment.
• CRM experience (Salesforce & Genesys preferred).
• Bachelor’s degree in a related field preferred.

Responsibilities

• Handles incoming calls from employers, workers, and other stakeholders regarding FAMLI program eligibility and documentation requirements.
• Responds via multiple channels: phone, email, webmail, live chat.
• Provides day-to-day direction and workload management to Customer Care staff.
• Directs workload distribution and operational priorities based on needs.
• Supports onboarding, training, and quality reviews within the team.
• Resolves complex inquiries with advanced program knowledge and escalations.

Skills

Customer service

Communication

Call center experience

Leadership

Bilingual (preferred)

Education

Bachelor's degree

High school diploma or equivalent

Tools

Salesforce CRM

Genesys

Job description

Maryland Department of Labor, Licensing and Regulation seeks a Team Lead/Advanced Specialist for the FAMLI Customer Care team. Lead customer care operations, guide staff, and resolve complex inquiries across multiple channels to ensure accurate, timely service.

The role emphasizes policy knowledge, cross-team collaboration, and ongoing training, with flexible hours and hybrid telework as part of benefits.