Customer Service Lead

Customer Service Team Lead (Salesforce Expert)

Our client is a healthcare company based in Kalamazoo, Michigan, providing specialized diagnostic and clinical services to a range of organizational clients.

This is a working team lead position — not a manager who delegates from a distance. You'll run the customer support department, lead a small team of CSRs, handle escalated client interactions, and serve as the company's go-to Salesforce expert and trainer. The Salesforce piece is front and center: the new hire needs to clean up data quality issues, train the team on consistent practices, and own both Salesforce and the company's LIMS (laboratory information management system) day-to-day.

Responsibilities

• Lead, coach, and set performance expectations for a small customer service team
• Serve as the primary internal Salesforce resource — build reports, manage and archive records, correct data quality issues, and train staff on consistent usage
• Handle escalated calls and emails from clients within 24 hours
• Manage customer profiles and onboard new clients into Salesforce and the LIMS
• Enter customer orders, look up results, and train others on LIMS usage
• Maintain HIPAA compliance across all customer interactions and data handling
• Promote additional services to existing customers where appropriate

Requirements

• Meaningful hands-on Salesforce experience — report building, record management, and training others
• Prior experience leading or supervising a customer service team
• Comfortable staying hands-on in customer support alongside your team
• Experience handling sensitive or confidential data in a regulated environment
• Strong communication skills — able to explain systems and processes to non-technical colleagues
• Local to Kalamazoo or willing to relocate (fully on-site role)
• Bonus: background in healthcare or a compliance-heavy industry