Customer Care Team Leader (SDQ)

We're seeking a highly motivated and experienced Customer Care Team Lead to join our growing team. You will play a crucial role in leading and developing a team of customer service professionals, ensuring exceptional customer experiences across multiple channels.

Requirements

• Advanced English proficiency
• Healthcare Knowledge - Understanding of HIPAA, PHI, and regulatory compliance
• Familiarity with medical terminology, benefits verification, and clinical workflows (e.g. prescriptions, scheduling, insurance claims)
• Strong de-escalation and conflict resolution skills
• Experience working in multichannel environments (phone, chat, email, ticketing)
• Track record of mentoring or coaching agents
• Ability to drive performance through feedback and development
• Clear communicator across all levels (frontline to leadership)
• Critical thinking and fast decision-making under sensitive circumstances
• Strong analytical skills to review team KPIs (AHT, CSAT, FCR, etc.)
• Ability to manage staffing adherence, quality audits, and productivity tools
• Skilled in workforce tools (e.g., Zendesk, Salesforce, Assembled, Five9, NICE)
• Experience identifying inefficiencies and proposing solutions
• Ability to handle cross-functional collaboration (e.g., QA, training, clinical teams)

Benefits

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores