Customer Support Team Lead - Remote US

Customer Support Team 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.

Gainwell Technologies is seeking an experienced Customer Support Team Lead to help support daily operations within a remote customer service environment. In this role, you will provide guidance and coaching to customer support representatives while helping ensure service, quality, productivity, documentation, and compliance expectations are consistently achieved. The ideal candidate brings strong customer service experience, previous leadership or team lead exposure, and the ability to effectively support employees in a fast-paced remote environment. You will collaborate across Operations, Quality, Training, Workforce Management, and other business partners to resolve escalations and continuously improve the customer experience.

Your role in our mission:

• Provide daily leadership, coaching, guidance, and support to customer service representatives while reinforcing performance and service expectations.
• Assist with complex customer inquiries, escalations, system navigation, and case resolution to ensure timely and accurate customer support.
• Monitor productivity, quality, schedule adherence, documentation, and other performance indicators to identify opportunities for improvement.
• Partner with Operations, Quality, Training, Workforce Management, and other teams to resolve service issues and support operational priorities.
• Support onboarding, employee development, process updates, knowledge sharing, and continuous improvement initiatives.

What we're looking for:

• Three (3) or more years of professional experience in customer service, contact center operations, healthcare, Medicaid, eligibility, outreach, or a related environment.
• Previous experience as a Team Lead, Senior Representative, Subject Matter Expert, acting supervisor, or in another leadership capacity preferred.
• Strong coaching, communication, customer service, problem-solving, and conflict-resolution skills.
• Experience working with performance metrics, quality standards, customer escalations, and service-level expectations.
• Ability to work independently, prioritize multiple responsibilities, and effectively support employees within a remote work environment.

What you should expect in this role:

• Work remotely from home while supporting a geographically dispersed customer service operation.
• Collaborate regularly with Operations, Quality, Training, Workforce Management, leadership, and other program stakeholders.
• Work in a fast-paced, performance-driven environment focused on quality, compliance, productivity, and customer experience.
• Comprehensive benefits for eligible employees, including medical, dental, and vision coverage, access to a 401(k) retirement savings plan, and additional employee wellness and financial benefits.
• Opportunities for professional development and career growth within Gainwell Technologies.

The pay range for this position is $39,100.00 - $55,900.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.