Remote Digital Solutions Team Lead

Solventum; San Antonio (TX); On-site; USD 50,000 - 69,000; Full time

Job summary

Solventum is seeking a Digital Solutions Team Lead to guide and develop the Digital Solutions Support team, ensuring top-tier customer experiences across phone, email, and web channels.

The role partners with Sales, IT, and Product to drive improvements, deploy new digital health tools, and support testing and rollout activities. Remote within the US with up to 10% travel may be required.

Qualifications

• Bachelor's degree or higher AND two (2) years of customer service, call center, technical support, healthcare support, or digital solutions support experience.
• OR High School Diploma/GED AND six (6) years of customer service, call center, technical support, healthcare support, or digital solutions support experience.
• One (1) year of leadership, mentoring, coaching, or team lead experience
• Experience supporting customers through phone, email, and web-based communication channels
• Experience using Microsoft Office applications and navigating multiple systems simultaneously

Responsibilities

• Providing day-to-day leadership, coaching, and operational support to Digital Solutions Support representatives, including onboarding, training, quality reviews, and ongoing employee development.
• Monitoring service levels, quality, productivity, and customer satisfaction metrics; identifying trends and supporting workforce planning, reporting, and operational initiatives.
• Resolving complex customer inquiries and escalations across phone, email, and web-based channels while reinforcing a consistent, high-quality customer experience.
• Partnering with Sales, Clinical Support, IT, Operations, Commercial Excellence, and Product teams to address systemic issues and implement process improvements.
• Supporting user acceptance testing, system enhancements, and deployment activities for Express Therapy Portal™, Express™, and other digital healthcare solutions.

Skills

Leadership

Customer service

Phone & email support

Multitasking

Coaching

Education

Bachelor's degree+

High School Diploma

Tools

MS Office

CRM systems

Job description

Solventum is seeking a Digital Solutions Team Lead to guide and develop the Digital Solutions Support team, ensuring top-tier customer experiences across phone, email, and web channels.

The role partners with Sales, IT, and Product to drive improvements, deploy new digital health tools, and support testing and rollout activities. Remote within the US with up to 10% travel may be required.