Remote Support Team Lead - Coaching & Escalations

inspiracareers; Oak Brook (IL); Remote; USD 65,000 - 90,000; Full time

Job summary

Inspira seeks a Team Lead for its support center to guide frontline staff, handle escalations, and mentor team members. You will drive coaching, training, and quality initiatives while contributing to process improvements and new technology implementations.

The role emphasizes client-focused service, policy adherence, and cross-team collaboration to elevate customer experience and achieve performance targets.

Qualifications

• Bachelor's degree in business, communications, or related field.
• 5-7 years of applicable experience in a support/lead role.
• Knowledge of retirement accounts, IRS rules, or reimbursement accounts is a plus.

Responsibilities

• Assist the Manager in monitoring Support team activities and serve as first escalation point.
• Coach team to meet quality and survey goals and maintain service levels.
• Design and test new product offerings and software applications.
• Provide back-up support for employees and managers and review policies.
• Guide team to use Digital Coach tools and resolve complex accountholder requests.
• Maintain professional client service and participate in mid-year/annual reviews.

Skills

Customer service

Coaching

Communication

Problem solving

Multi-tasking

Salesforce knowledge

Attention to detail

Education

Bachelor's degree in business/communications

Tools

Salesforce/Service Cloud

Trust accounting systems

Job description

Inspira seeks a Team Lead for its support center to guide frontline staff, handle escalations, and mentor team members. You will drive coaching, training, and quality initiatives while contributing to process improvements and new technology implementations.

The role emphasizes client-focused service, policy adherence, and cross-team collaboration to elevate customer experience and achieve performance targets.