[Remote] Customer Service Team Lead

Note: The job is a remote job and is open to candidates in USA. CVS Health is dedicated to building a more connected and compassionate health experience. The Customer Service Team Lead is responsible for handling escalated customer calls and providing support to call center representatives, ensuring effective resolution of complex issues while fostering a positive work environment.

Responsibilities

• Serve as the primary escalation point for complex, sensitive, or high‑risk customer calls, ensuring calm, professional, and effective resolution
• Provide real‑time support and guidance to call center representatives on job knowledge, behavioral health protocols, and complex case handling
• Apply critical thinking and problem‑solving skills to evaluate customer concerns and recommend appropriate solutions in alignment with company policy and regulatory requirements
• Handle customer complaints with empathy and professionalism, de‑escalating situations while identifying root causes and long‑term resolutions
• Conduct quality audits and call reviews, providing constructive feedback to improve representative performance and ensure compliance
• Collaborate with supervisors and management to identify training needs, process gaps, and performance trends
• Support project management initiatives, including process improvements, workflow enhancements, and implementation of new tools or procedures
• Utilize systems such as Excel, SharePoint, and QuickBase to track performance metrics, document issues, and maintain reporting records
• Assist with onboarding and ongoing coaching of representatives to promote consistent service delivery and adherence to behavioral health standards
• Foster a positive, supportive, and respectful work environment that encourages teamwork, accountability, and professional growth
• Act as a liaison between frontline staff and leadership, ensuring timely communication of escalations, trends, and improvement opportunities
• Maintain confidentiality and compliance with all healthcare, privacy, and behavioral health regulations

Skills

• 1 + years behavioral health experience
• 1+ years auditing experience
• 1+ years of call center experience in a health care environment
• 6+ months experience in a team lead or similar lead role
• 6+ months project management
• High School diploma or GED
• 2+ years behavioral health experience
• 2+ years of call center experience
• Proficiency with Excel, SharePoint, QuickBase
• Team Support
• Supervisor Support

Benefits

• Affordable medical plan options
• A 401(k) plan (including matching company contributions)
• An employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility

Company Overview