Remote Customer Support Team Lead
Overview
Lead our remote client support team, ensuring every interaction is personal and professional. You will own the full client journey from onboarding to retention, coordinating with sales and marketing to deliver standout service. This role blends customer advocacy with strategic thinking, offering a chance to grow in a flexible, remote-first environment. You will directly shape client loyalty and operational efficiency, making a real impact from day one.
What You'll Do8
- 1Serve as the main point of contact for clients, handling inquiries through phone, email, and chat with a focus on resolution speed.
- 2Manage client questions on insurance plans, benefits, and account details, providing accurate answers and proactive updates.
- 3Run outbound campaigns to promote our services, identify upsell opportunities, and generate new leads.
- 4Negotiate terms and solutions that satisfy client needs while aligning with company policies and compliance standards.
- 5Process sales documentation, update records, and track interactions in our CRM to maintain a clean pipeline.
- 6Analyze client data to spot trends, improve service delivery, and recommend tailored solutions for high-value accounts.
- 7Partner with marketing teams to implement strategies that boost client engagement and retention.
- 8Train and mentor new support agents, sharing best practices to raise the team's performance bar.
Requirements7
- 12+ years in customer service, sales, or telemarketing, with a focus on client interaction.
- 2Strong negotiation skills and the ability to communicate clearly in multiple languages; bilingual is a plus.
- 3Hands-on experience with sales administration and data analysis to interpret client behavior.
- 4Knowledge of insurance sales or benefits administration is highly desirable.
- 5Exceptional customer service skills and a clear understanding of HIPAA regulations for handling sensitive data.
- 6Ability to work independently in a remote setting, staying organized and productive without constant supervision.
- 7Multilingual capabilities to serve diverse client populations effectively.
Salary Insight
Salary not disclosed in listing
Location
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