Customer Success Team Lead

About the role

We are looking for a Customer Success Team Lead to guide a frontline support team and help deliver an outstanding experience for customers in New York, New York. This position is suited for a hands-on leader who can coach team members, address complex service concerns, and keep daily operations running efficiently.

Responsibilities

• Guide and support customer success representatives throughout daily operations, offering coaching that improves service quality and team performance.
• Oversee incoming work queues and service activity to help the team meet response expectations and maintain consistent coverage.
• Manage complex or escalated customer situations, working toward prompt and well-considered resolutions.
• Evaluate customer interactions and written records to promote accuracy, compliance, and strong service standards.
• Assist with training efforts for both new hires and current staff, reinforcing procedures and encouraging ongoing development.
• Recognize recurring service challenges or workflow inefficiencies and share actionable observations with leadership.
• Coordinate with internal partners to resolve issues, streamline support activities, and improve the customer experience.
• Set a positive example through dependable leadership, professionalism, and a strong commitment to customer care.

Requirements

• At least 2 years of relevant experience, including 1 or more years in a lead, mentoring, coaching, or senior support capacity.
• Demonstrated background in customer service, call center support, or customer-facing service operations required.
• Strong verbal and written communication skills with the ability to handle difficult conversations and de-escalate concerns effectively.
• Experience documenting customer interactions thoroughly and managing service issues with attention to detail.
• High school diploma or equivalent is required.
• Exposure to healthcare industry or commercial insurance environments is required.
• Bilingual communication skills are a plus.
• An associate or bachelor’s degree is preferred.

Benefits

Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.