Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 47 hours ago

Customer Service Lead

Workable (global search)108,016 open roles

Where
United States
Work mode
Remote
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowCustomer Service LeadWorkable (global search) · United States

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Workable (global search)'s own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 47 hours ago

Workable (global search) median: 7 days open

The posting

About Us:

LifeMD is a leading provider of virtual primary care, telehealth, and specialized treatment programs serving hundreds of thousands of patients nationwide. Our vertically integrated platform combines 50-state licensed providers, in-house pharmacy and lab integrations, and proprietary technology that enables safe, high-quality, and affordable care.

At the heart of this transformation is our team of developers, engineers, and tech innovators building state-of-the-art systems that make healthcare smarter, faster, and more accessible. From architecting scalable backend systems to crafting intuitive user experiences, we are pushing boundaries every day.

Recognized as one of the fastest-growing healthcare tech companies (#166 on Deloitte Fast 500 in 2023), LifeMD is not just a healthcare company — it's a tech company revolutionizing healthcare.

About the Role:

The Team Lead provides real-time floor support, coaching, and queue management for a pod of Tier 1 and Tier 2 representatives within either the Digital Experience team (live chat, messages, email) or the Phone team (inbound/outbound calls) - the two functional teams the department is organized around. Every rep on the pod is expected to know all five program verticals - weight management, women's health, men's health, urgent care, and mental health - regardless of channel; the Lead is responsible for confirming and reinforcing that cross-program knowledge on the floor. This is a front-line leadership role, not a formal people-manager role: the Team Lead is the first point of contact for reps needing in-the-moment guidance, and escalates performance, staffing, and conduct concerns to the Supervisor.

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.

Requirements

Required Qualifications:

  • High school diploma or equivalent; associate/bachelor's degree preferred.
  • 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.

Preferred Qualifications:

  • 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

  • Compensation: $31.25/hour
  • 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
From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Workable (global search)'s own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Workable (global search)'s form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Workable (global search)'s answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.