Customer Service Team Lead

About the role inhealth Medical Services is a lifestyle therapeutics and behavioral healthcare company. Through inHealth, we partner with employers to help their people manage and prevent chronic conditions like diabetes, high blood pressure, and weight-related disease. The Customer Service Team Lead runs day-to-day service for our employer clients and the members who enroll through them. This is a working leadership role: you will lead a team of representatives, handle escalated cases yourself, coordinate outside overflow support, and produce the reporting our clients and leadership rely on.

What you'll do

• Lead the team. Hire, train, and schedule customer service representatives; manage queue coverage across phone, email, chat, and ticketing; run one-on-ones and call reviews; and partner with HR on performance issues.

• Serve employer clients and members. Be the service contact for employer HR and benefits teams on eligibility, enrollment, and participation; help members enroll, get scheduled, and resolve access issues; and prepare the team for enrollment campaigns and launches.

• Own service quality. Track response time, resolution time, and satisfaction; audit interactions against a quality rubric; maintain the knowledge base and procedures; and bring data-backed fixes for recurring issues to leadership.

• Own reporting (about 15 to 30% of the role). Prepare monthly employer utilization reports using aggregate, de-identified data; produce internal service and vendor performance reports; reconcile coach visit counts each pay period; and prepare employer invoices when needed.

• Coordinate overflow support. Serve as the day-to-day contact for outside vendors during high-volume periods, give them the materials they need, and track their performance against contracted service levels.

• Protect member privacy. Ensure the team follows HIPAA and company security policies, verifies identity before discussing member information, and escalates privacy concerns promptly.

What you bring

Required

• 3+ years of customer service experience in healthcare, health plans, employee benefits, or digital health, including 1+ year leading a team.

• Working knowledge of HIPAA and experience handling protected health information.

• Experience with a ticketing platform (such as HubSpot, Zendesk, or Salesforce) and a contact center phone system.

• Strong Excel skills, including pivot tables, lookups, merging reports, and reconciling data across sources.

• Clear, warm communication with employer benefits leaders, clinicians, and members, and sound judgment on when to escalate.

• A quiet, private home workspace and reliable high-speed internet.

Preferred

• Experience building client-facing utilization reports or supporting employer benefits clients.

• Experience managing an outsourced customer service vendor.

• Familiarity with chronic condition programs such as diabetes prevention or hypertension management.

• Bilingual in English and Spanish.

Success at 90 days

Service standards and a quality rubric are published, the team is meeting agreed targets, and weekly service reports, monthly employer reports, and invoices are running on schedule.

Compensation and benefits

Non-exempt and overtime eligible; final pay depends on experience and skills. Benefits include [medical, dental, vision, paid time off, paid sick leave, retirement plan], subject to the terms of the applicable plan documents, which control.

Equal opportunity

inhealth Medical Services is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, medical condition, genetic information, marital status, pregnancy, veteran or military status, or any other status protected by federal, state, or local law. We will consider qualified applicants with arrest and conviction records in accordance with applicable law, and any background check will take place only after a conditional offer of employment. To request a reasonable accommodation, contact HR@inhealthonline.com.

Employment with inhealth is at will. This job description is not a contract and may change based on business needs.