Customer Success Team Lead

Job Description

Job Description

We are looking for a Customer Success Team Lead to guide a frontline support team and help deliver an outstanding experience for customers in New York, New York. This position is suited for a hands-on leader who can coach team members, address complex service concerns, and keep daily operations running efficiently. The ideal candidate brings a strong customer focus, sound judgment, and the ability to foster a collaborative, high-accountability environment.

Responsibilities:

• Guide and support customer success representatives throughout daily operations, offering coaching that improves service quality and team performance.

• Oversee incoming work queues and service activity to help the team meet response expectations and maintain consistent coverage.

• Manage complex or escalated customer situations, working toward prompt and well-considered resolutions.

• Evaluate customer interactions and written records to promote accuracy, compliance, and strong service standards.

• Assist with training efforts for both new hires and current staff, reinforcing procedures and encouraging ongoing development.

• Recognize recurring service challenges or workflow inefficiencies and share actionable observations with leadership.

• Coordinate with internal partners to resolve issues, streamline support activities, and improve the customer experience.

• Set a positive example through dependable leadership, professionalism, and a strong commitment to customer care.

If this person is you, please apply today!

• At least 2 years of relevant experience, including 1 or more years in a lead, mentoring, coaching, or senior support capacity.

• Demonstrated background in customer service, call center support, or customer-facing service operations required.

• Strong verbal and written communication skills with the ability to handle difficult conversations and de-escalate concerns effectively.

• Experience documenting customer interactions thoroughly and managing service issues with attention to detail.

• High school diploma or equivalent is required.

• Exposure to healthcare industry or commercial insurance environments is required

• Bilingual communication skills are a plus.

• An associate or bachelor’s degree is preferred.