Customer Service Lead

Summary

LifeMD is a virtual primary care and telehealth company providing specialized treatment programs through an integrated healthcare technology platform. The Customer Service Lead provides real-time floor support, coaching, queue management, escalation assistance, KPI tracking, onboarding support, and coverage coordination for Tier 1 and Tier 2 representatives across digital and phone channels.

Responsibilities

• Monitor and balance queues - track real-time chat, email, and phone queues and staffing across the shift, reallocating reps between channels/verticals as volume dictates
• Serve as first-line escalation for reps - act as the immediate resource when a rep needs guidance on a difficult chat, call, or email
• Run daily huddles - communicate policy changes, promotions, and known issues across all five verticals
• Coach and mentor every rep on the pod - provide regular, growth-oriented coaching and constructive feedback to all reps, not only when a problem comes up; pair side-by-side coaching and call/chat monitoring with clear, actionable next steps, and flag performance concerns to the Supervisor when needed
• Support skill development - identify each rep's strengths and growth areas, and mentor them toward cross-program mastery (all five verticals) and readiness for more advanced or senior roles
• Track and report KPIs - compile team and individual metrics (AHT, CSAT, first-contact resolution, adherence) on a daily/weekly basis
• Support onboarding - assist with new-hire shadowing and nesting for incoming Tier 1 reps
• Maintain shared resources - help update knowledge base articles, macros, and escalation playbooks based on floor observations
• Monitor break and lunch adherence in real time - track that every rep on the pod leaves for and returns from breaks/lunch on time per the Supervisor's break schedule; address lateness in the moment and document repeated non-adherence for the Supervisor
• Coordinate shift swaps and coverage - partner with the Supervisor on break/lunch coverage and shift swaps so queues stay staffed
• Surface systemic issues - work with Tier 2 to identify recurring problems that need broader process or policy fixes
• Apply standards consistently - use the same monitoring, coaching, recognition, and break/schedule-swap criteria for every rep on the pod, regardless of personal relationships; document coaching sessions with specific, objective examples
• Escalate conduct concerns - immediately report any observed or reported favoritism, bullying, harassment, or retaliation to the Supervisor/HR rather than attempting to resolve it informally on the floor

Skills

• High school diploma or equivalent
• 1.5–2+ years of customer service experience in a healthcare/telehealth or comparable contact center, including demonstrated escalation/Tier 2-level experience
• Demonstrated coaching or mentoring experience - proven ability to give regular, constructive, growth-oriented feedback, not only corrective feedback, even without a formal management title
• Strong working knowledge of HIPAA/PHI handling
• Demonstrated ability to treat all team members consistently and without favoritism, and to model respectful, professional conduct on the floor
• Associate/bachelor's degree
• Prior experience as a shift lead, subject-matter expert, or coach in a healthcare/telehealth contact center
• Experience with workforce management (WFM) or real-time adherence tools
• Experience across multiple verticals similar to weight management, women's health, men's health, urgent care, or mental health telehealth

Qualifications

Must Haves

• High school diploma or equivalent
• 1.5–2+ years of customer service experience in a healthcare/telehealth or comparable contact center, including demonstrated escalation/Tier 2-level experience
• Demonstrated coaching or mentoring experience - proven ability to give regular, constructive, growth-oriented feedback, not only corrective feedback, even without a formal management title
• Strong working knowledge of HIPAA/PHI handling
• Demonstrated ability to treat all team members consistently and without favoritism, and to model respectful, professional conduct on the floor

Nice to Haves

• associate/bachelor's degree
• Prior experience as a shift lead, subject-matter expert, or coach in a healthcare/telehealth contact center
• Experience with workforce management (WFM) or real-time adherence tools
• Experience across multiple verticals similar to weight management, women's health, men's health, urgent care, or mental health telehealth

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, Roth 401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Paid Holidays
• Short Term Disability
• Training & Development
• Remote work