Support Team Lead: Coaching, Escalations & Training

RiseMe; Oak Brook (IL); Remote; USD 70,000 - 90,000; Full time

Job summary

Inspira is seeking a Team Lead to provide live, real-time assistance to support center specialists in a fast-paced environment. You will coach, mentor, and train team members, resolve escalated issues, review policies, and participate in implementing new technologies and product offerings.

This role emphasizes strong communication and client service in a collaborative setting. The position requires guidance through daily operations, working with accountholders, and ensuring adherence to service

Qualifications

• Bachelor's degree in business, Communications, or related field.
• 5-7 years of applicable experience.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office suite.
• Knowledge of Retirement Accounts or related topics is a plus.

Responsibilities

• Assist the Manager in monitoring activities of the Support team.
• Provide front line assistance and escalation coaching.
• Coach team to meet quality and survey goals.
• Design and test new product offerings and software applications.
• Provide backup support for employees and managers.
• Review and update internal Policies and Training materials.
• Manage escalated client calls and follow up with account holders.
• Maintain professional client service and meet service levels.

Skills

Team leadership

Coaching

Communication skills

Problem solving

Active listening

Education

Bachelor's degree in business, Communications, or related field

Tools

Salesforce/Service Cloud

Job description

Inspira is seeking a Team Lead to provide live, real-time assistance to support center specialists in a fast-paced environment. You will coach, mentor, and train team members, resolve escalated issues, review policies, and participate in implementing new technologies and product offerings.

This role emphasizes strong communication and client service in a collaborative setting. The position requires guidance through daily operations, working with accountholders, and ensuring adherence to service