Support Team Lead: Coaching, Escalations & Training

Inspira Financial; Oak Brook (IL); Hybrid; USD 28,000 - 34,000; Full time

Benefits offered by this job

Healthcare

401K savings plan

Paid time off

Parental leave

Job summary

Inspira Financial is seeking a Team Lead to provide live, real-time guidance to our support center and mentor team members. The role includes guiding escalations, coaching, testing new tools, and driving improvements across processes and policies.

The position requires 5–7 years of relevant experience, a Bachelor’s degree in a related field, and strong communication skills. Expect a 11:30 a.m.–8:00 p.m. CT schedule and benefits package in a collaborative environment.

Qualifications

• Bachelor's degree in business, communications, or related field required.
• 5–7 years of applicable experience preferred.
• Knowledge of retirement accounts and IRS rules for R&W or reimbursement accounts (FSA/HRA) is a plus.

Responsibilities

• Provide live, real-time assistance to support center specialists.
• First point of contact for escalated customer issues and coaching team members.
• Coach, train, and mentor team members; participate in mid-year and annual reviews.
• Develop, test, and implement new technology, software, and product offerings.
• Review internal policies and procedures; maintain positive stakeholder relationships.
• Manage escalated client calls and ensure First Call Resolution where possible.
• Support special projects and drive efficiency and quality improvements.

Skills

Retirement accounts knowledge

Customer service coaching

Communication skills

Salesforce/Service Cloud

Investments familiarity

Bilingual (preferred)

Education

Bachelor's degree in business/communications or related

Tools

Salesforce/Service Cloud

Trust accounting systems

Job description

Inspira Financial is seeking a Team Lead to provide live, real-time guidance to our support center and mentor team members. The role includes guiding escalations, coaching, testing new tools, and driving improvements across processes and policies.

The position requires 5–7 years of relevant experience, a Bachelor’s degree in a related field, and strong communication skills. Expect a 11:30 a.m.–8:00 p.m. CT schedule and benefits package in a collaborative environment.