[Hiring] Customer Service Lead @LifeMD

Role Description

The Team Lead provides real-time floor support, coaching, and queue management for a pod of Tier 1 and Tier 2 representatives within either the Digital Experience team (live chat, messages, email) or the Phone team (inbound/outbound calls).

• Every rep on the pod is expected to know all five program verticals - weight management, women's health, men's health, urgent care, and mental health.
• The Lead is responsible for confirming and reinforcing that cross-program knowledge on the floor.
• This is a front-line leadership role, not a formal people-manager role.
• The Team Lead is the first point of contact for reps needing in-the-moment guidance.
• Escalates performance, staffing, and conduct concerns to the Supervisor.

Responsibilities

• Monitor and balance queues - track real-time chat, email, and phone queues and staffing across the shift.
• Serve as first-line escalation for reps - act as the immediate resource when a rep needs guidance on a difficult chat, call, or email.
• Run daily huddles - communicate policy changes, promotions, and known issues across all five verticals.
• Coach and mentor every rep on the pod - provide regular, growth-oriented coaching and constructive feedback.
• Support skill development - identify each rep's strengths and growth areas.
• Track and report KPIs - compile team and individual metrics (AHT, CSAT, first-contact resolution, adherence).
• Support onboarding - assist with new-hire shadowing and nesting for incoming Tier 1 reps.
• Maintain shared resources - help update knowledge base articles, macros, and escalation playbooks.
• Monitor break and lunch adherence in real time - track that every rep on the pod leaves for and returns from breaks/lunch on time.
• Coordinate shift swaps and coverage - partner with the Supervisor on break/lunch coverage and shift swaps.
• Surface systemic issues - work with Tier 2 to identify recurring problems that need broader process or policy fixes.
• Apply standards consistently - use the same monitoring, coaching, recognition, and break/schedule-swap criteria for every rep.
• Escalate conduct concerns - immediately report any observed or reported favoritism, bullying, harassment, or retaliation.

Qualifications

• High school diploma or equivalent; associate/bachelor's degree preferred.
• 1.5–2+ years of customer service experience in a healthcare/telehealth or comparable contact center.
• Demonstrated coaching or mentoring experience - proven ability to give regular, constructive, growth-oriented feedback.
• Strong working knowledge of HIPAA/PHI handling.
• Demonstrated ability to treat all team members consistently and without favoritism.

Preferred Qualifications

• Prior experience as a shift lead, subject-matter expert, or coach in a healthcare/telehealth contact center.
• Experience with workforce management (WFM) or real-time adherence tools.
• Experience across multiple verticals similar to weight management, women's health, men's health, urgent care, or mental health telehealth.

Benefits

• Compensation: $31.25/hour
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, Roth 401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Paid Holidays
• Short Term Disability
• Training & Development