Customer Success Team Lead 2

Job Description

Job Description

We are looking for a Customer Success Team Lead 2 to provide hands-on leadership and operational support for a team managing high-complexity customer service issues in New York, New York. This position is ideal for someone who brings strong judgment, a service-minded approach, and the ability to guide teams through challenging cases while maintaining quality and efficiency. The role will focus on strengthening daily operations, supporting escalations, and partnering with cross-functional teams to improve the customer experience.

Responsibilities:
• Direct the daily flow of complex customer cases by balancing assignments, tracking queue health, and helping the team meet service expectations.
• Serve as a senior point of guidance for challenging issues related to billing, claims, eligibility, enrollment, and other sensitive service concerns.
• Evaluate case notes, research findings, and customer-facing communications to promote accuracy, completeness, and compliance with quality standards.
• Mentor specialists on effective investigation methods, clear documentation, and practical resolution techniques for escalated matters.
• Collaborate with frontline leaders to improve escalation handling, streamline case ownership, and minimize avoidable transfers between teams.
• Coordinate with internal partners to address urgent customer situations and support timely resolution of high-impact concerns.
• Analyze recurring service challenges, operational bottlenecks, and performance patterns, then share recommendations to improve workflows and training.
• Contribute to the refinement of procedures, knowledge materials, and quality practices that support consistent team performance.
• Provide leadership with updates on service risks, aging backlog, and areas where operational improvements may be needed.

• At least 3 years of experience in customer service, customer operations, healthcare support, insurance, claims, billing, eligibility, or enrollment environments.

• Minimum of 2 years in a lead, senior specialist, escalation support, coaching, or operational guidance role.

• Demonstrated ability to manage complex customer cases and work across teams to drive effective resolutions.

• Strong analytical skills with the ability to recognize trends, assess risk, and prioritize competing demands.

• Excellent written communication skills, including experience reviewing documentation for clarity and accuracy.

• High school diploma or equivalent is required.

• An associate degree or bachelor’s degree is preferred.

• Experience with commercial insurance, healthcare provider operations, call center customer service, or related service platforms is required.