Remote Healthcare Support Team Lead

Gainwell Technologies; Oklahoma; Remote; USD 39,000 - 56,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) retirement plan

Flexible vacation policy

Educational assistance

Job summary

Gainwell Technologies is seeking an experienced Customer Support Team Lead to guide a remote customer service operation. You will coach representatives and ensure service quality, productivity, documentation, and compliance.

You will collaborate with Operations, Quality, Training, and Workforce Management to resolve issues and drive onboarding, development, and continuous improvement. This role offers flexible hours and career development opportunities.

Qualifications

• 3+ years of professional experience in customer service, contact center operations, healthcare, Medicaid, eligibility, or a related environment.
• Previous experience as a Team Lead, Senior Representative, Subject Matter Expert, acting supervisor, or in another leadership capacity preferred.
• Strong coaching, communication, customer service, problem-solving, and conflict-resolution skills.

Responsibilities

• Provide daily leadership, coaching, guidance, and support to customer service representatives while reinforcing performance and service expectations.
• Assist with complex customer inquiries, escalations, system navigation, and case resolution to ensure timely and accurate customer support.
• Monitor productivity, quality, schedule adherence, documentation, and other performance indicators to identify opportunities for improvement.
• Partner with Operations, Quality, Training, Workforce Management, and other teams to resolve service issues and support operational priorities.
• Support onboarding, employee development, process updates, knowledge sharing, and continuous improvement initiatives.

Skills

Customer service

Leadership

Coaching

Communication

Problem solving

Conflict resolution

Remote work

Performance metrics

Job description

Gainwell Technologies is seeking an experienced Customer Support Team Lead to guide a remote customer service operation. You will coach representatives and ensure service quality, productivity, documentation, and compliance.

You will collaborate with Operations, Quality, Training, and Workforce Management to resolve issues and drive onboarding, development, and continuous improvement. This role offers flexible hours and career development opportunities.