Customer Success Team Lead 2

We are looking for a Customer Success Team Lead 2 to provide hands-on leadership and operational support for a team managing high-complexity customer service issues in New York, New York. This position is ideal for someone who brings strong judgment, a service-minded approach, and the ability to guide teams through challenging cases while maintaining quality and efficiency. The role will focus on strengthening daily operations, supporting escalations, and partnering with cross-functional teams to improve the customer experience.

Responsibilities:
• Direct the daily flow of complex customer cases by balancing assignments, tracking queue health, and helping the team meet service expectations.
• Serve as a senior point of guidance for challenging issues related to billing, claims, eligibility, enrollment, and other sensitive service concerns.
• Evaluate case notes, research findings, and customer-facing communications to promote accuracy, completeness, and compliance with quality standards.
• Mentor specialists on effective investigation methods, clear documentation, and practical resolution techniques for escalated matters.
• Collaborate with frontline leaders to improve escalation handling, streamline case ownership, and minimize avoidable transfers between teams.
• Coordinate with internal partners to address urgent customer situations and support timely resolution of high-impact concerns.
• Analyze recurring service challenges, operational bottlenecks, and performance patterns, then share recommendations to improve workflows and training.
• Contribute to the refinement of procedures, knowledge materials, and quality practices that support consistent team performance.
• Provide leadership with updates on service risks, aging backlog, and areas where operational improvements may be needed.

Qualifications:

• At least 3 years of experience in customer service, customer operations, healthcare support, insurance, claims, billing, eligibility, or enrollment environments.

• Minimum of 2 years in a lead, senior specialist, escalation support, coaching, or operational guidance role.

• Demonstrated ability to manage complex customer cases and work across teams to drive effective resolutions.

• Strong analytical skills with the ability to recognize trends, assess risk, and prioritize competing demands.

• Excellent written communication skills, including experience reviewing documentation for clarity and accuracy.

• High school diploma or equivalent is required.

• An associate degree or bachelor’s degree is preferred.

• Experience with commercial insurance, healthcare provider operations, call center customer service, or related service platforms is required.

Compensation

$66,000.00-$87,000.00 Yearly

About Us

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. 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.

© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use and Privacy Notice.