Customer Support Team Lead

Title: Customer Support Team Lead - Hybrid (Indianapolis, Indiana)

Location: Indianapolis United States

Job Description:

Req ID:  36350

Work Mode:  Occasional onsite (1-2 days per week recurring)

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.

Summary

The Customer Support Team Lead provides day-to-day leadership and operational support within a high-volume healthcare contact center environment. This role serves as the first point of escalation for customer issues while supporting service delivery to members, providers, and internal stakeholders. The Team Lead monitors operational performance, coaches staff, supports onboarding and training activities, reviews quality standards, and promotes compliance with healthcare regulations and contractual requirements. This position combines direct customer interaction with leadership responsibilities and serves as a key liaison between frontline staff and management.

Your role in our mission

• Support members, providers, and customers through inbound and outbound interactions while assisting with the resolution of complex or escalated inquiries.
• Monitor daily call center operations, service levels, call queues, schedules, workloads, and operational metrics to support contractual performance requirements.
• Provide ongoing coaching, mentoring, feedback, and development support to customer service representatives through huddles, side-by-side coaching, and performance discussions.
• Conduct quality reviews of calls, documentation, and customer interactions while promoting adherence to HIPAA requirements, quality standards, and established procedures.
• Partner with leadership and stakeholders to communicate operational updates, identify process improvement opportunities, prepare performance reports, and support continuous improvement initiatives.

What we're looking for

• Associate degree required; equivalent professional experience may be considered in lieu of a degree.
• Minimum 2 years of experience in a call center, contact center, customer assistance, or customer service environment.
• Prior leadership experience as a Team Lead, Senior Representative, Subject Matter Expert (SME), Trainer, Mentor, Escalation Specialist, or similar role.
• Healthcare, health insurance, Medicaid, Medicare, provider services, member services, or healthcare customer support experience preferred.
• Experience utilizing workforce management tools, quality monitoring systems, Microsoft Office applications, and performance reporting tools.

What you should expect in this role

• Hybrid position requiring remote work and a minimum of one day per week onsite in Indianapolis, Indiana.
• Standard call center operating hours of Monday through Friday, 8:00 a.m. to 5:00 p.m., with flexibility to work additional hours as business needs require.
• Fast-paced, metrics-driven healthcare contact center environment supporting members, providers, and State of Indiana stakeholders.
• Opportunities for leadership development, employee coaching, process improvement initiatives, and career advancement into supervisory and management positions.
• Comprehensive benefits package including medical, dental, vision, 401(k) with company match, paid time off, and company-observed holidays.

Pipeline Requisition Notice: This is a pipeline requisition intended to proactively build a strong pool of qualified candidates for upcoming business needs. We will be actively reviewing applications, conducting screenings, and coordinating interviews on an ongoing basis. Our goal is to identify qualified talent in anticipation of filling this position in the near future. Please note that cameras will be required to be turned on during video screening calls and interview meetings as part of the interview process.

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The pay range for this position is $39,520 - $47,840 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.