Call Center Unit Lead - Remote US

It takes great medical minds to create powerful solutions that solve some of healthcare's most complex challenges. Join us and put your expertise to work in ways you never imagined possible. We know you've honed your career in a fast-moving medical environment. While Gainwell operates with a sense of urgency, you'll have the opportunity to work more flexible hours. And working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values work-life balance, continuous learning, and career development.

Summary

The Call Center Unit Lead provides advanced customer support and day-to-day operational leadership within a high-volume customer service environment. This role handles escalated calls, complex customer inquiries, team mentoring, workflow support, and accurate documentation while assisting leadership with daily operations, performance consistency, and service level expectations.

Your role in our mission

• Handle escalated calls and complex customer inquiries by researching issues, identifying solutions, and ensuring timely follow-up and resolution.
• Support day-to-day customer service operations by assisting supervisors/managers with workflow, call handling, documentation, and transaction accuracy.
• Mentor, coach, and support less experienced team members by sharing knowledge, answering questions, and helping reinforce proper procedures.
• Research customer inquiries, process requests, update account history, and document outcomes clearly and accurately.
• Review client reports, monitor daily transactions, and recommend workflow or procedure improvements to support efficiency and data integrity.
• Serve as a resource for team members, management, and customers regarding customer service issues, escalations, and operational questions.

What we're looking for

• 6+ years of customer service, telephone support, call center, or related customer contact experience.
• Experience handling escalated calls, complex customer inquiries, complaint resolution, or sensitive customer service issues.
• Experience mentoring, training, coaching, or supporting less experienced staff in a call center or customer service environment.
• Strong business, analytical, communication, documentation, and problem-solving skills.
• Experience using help desk software, telephone technology, computer software, and customer service systems.

What you should expect in this role

• Remote, full time position supporting customer service operations and escalated inquiry resolution.
• Fast-paced environment focused on accuracy, service levels, documentation, and customer experience.
• Regular interaction with customers, team members, management, and internal support teams.
• Opportunity to support team development, workflow improvements, reporting accuracy, and operational consistency.
• Comprehensive benefits package including medical, dental, vision, 401(k) with company match, paid time off, and company-observed holidays.

Video cameras required during screening call, interviews and the week(s) of training.

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The pay range for this position is $41,900.00 - $59,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You'll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines "wages" and "wage rates" to include "all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.