Customer Service Lead

Fusion Advanced Technology, LLC Customer Service Lead Baltimore, MD·Full time Company website

Fusion Advanced Technology, LLC (Fusion) is seeking motivated and mission-focused professional to lead provider and family support operations, including call and email response management, complaint resolution, form processing, escalations, multilingual coordination, and quality assurance for customer inquiries supporting the Maryland State Department of Education (MSDE).

About Fusion Advanced Technology, LLC

Fusion Advanced Technology, LLC is a mission-driven cybersecurity, IT, and program management company supporting federal and state government customers in complex, high-impact environments. As a certified Woman-Owned Small Business (WOSB) and Service-Disabled Veteran-Owned Small Business (SDVOSB), Fusion combines agile small-business responsiveness with leadership backed by decades of military, Department of Defense, and Intelligence Community experience. Fusion stands out through its people-first culture, hands-on leadership, and commitment to mission success. We provide employees the opportunity to support meaningful programs, grow professionally, and work alongside experienced professionals who understand both mission operations and customer needs.

Description

Core responsibilities

• Manage customer service representatives, queue performance, response times, and escalation handling.
• Oversee complaint resolution, repeat-issue analysis, service-quality monitoring, and training reinforcement.
• Coordinate with case, payment, QA, and technical teams on cross-functional issues.
• Maintain knowledge materials, scripts, templates, and customer support procedures.
• Support provider/family outreach, communication updates, and service reporting.
• Help tune staffing and service processes during transition and stabilization.

Recommended minimum qualifications

Bachelor’s degree preferred; equivalent experience acceptable. Five or more years of professional experience in customer service, call center operations, public-facing service delivery, or regulated constituent support environments, including lead or supervisory responsibility.

Minimum years of experience criteria

• 5+ years total relevant experience
• 1+ year in lead, supervisory, or senior customer-service responsibility
• Direct Maryland constituent service, public assistance support, childcare support, or education program service experience strongly preferred

Preferred qualifications

• Experience serving families, providers, or claimants in a public program setting.
• Experience handling escalations, service complaints, and quality review in a call center or service desk environment.
• Experience with multilingual service delivery and service-level metrics.
• Experience with Maryland or MSDE support environments.

Fusion offers a competitive benefits package that includes medical, dental, and vision coverage.

Join a team committed to operational excellence, and mission success.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. Fusion Advanced Technology does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information, or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

This job description is intended to outline the general nature and level of work being performed. It is not intended to be a comprehensive list of all responsibilities, duties and skills required of the position. Additional tasks may be assigned as needed.