Team Lead - Customer Experience

Overview:

One Trajector. One Mission.

Trajector is where purpose meets progress. We specialize in medical evidence services that become the compass our clients rely on while navigating the intricate terrain of disability benefits. Our calling is clear: to make a real difference, infuse passion, and enhance the quality of life for the disabled community. As part of our global community, you'll join a team of over 1,800 dedicated individuals, each contributing their unique talents to streamline the path to benefits. Urgency propels us, data empowers us, and every step is tailored to ensure those with disabilities access their rightful compensation. Join us in shaping stories of transformation, one life at a time.

The Team Lead, Client Escalations, is responsible for overseeing a high-performing team, managing escalated client issues, driving process improvements, and fostering a culture of efficiency and client-centric service. This role involves coaching, performance management, and collaboration with cross-functional departments to ensure smooth resolutions for complex client cases. The Team Lead will play a critical role in piloting new initiatives, driving operational enhancements, and ensuring a cohesive approach to escalated accounts, negative online reviews, payment disputes, and legal cases.

• Competitive compensation ranging from $50,000 - $58,000 per year.  
• Medical, dental, vision, 401k program, and more.
• Paid time off, including seven (7) federal holidays plus two (2) flex holidays for DEI.
• Joining a rapidly growing organization.

• Lead and mentor a team of Client Escalation Specialists, providing ongoing support, guidance, and development opportunities.
• Oversee the team’s daily operations, ensuring timely and accurate resolution of escalated client accounts and disputes.
• Act as a point of escalation for complex cases, offering guidance on resolution strategies and client communication.
• Collaborate with cross-functional teams, including Legal, Billing, and Client Success, to streamline processes and drive resolutions.
• Ensure team members adhere to Trajector Medical Standard Operating Procedures (SOPs) and maintain high standards in handling veteran and disability-related cases.
• Conduct regular performance reviews, setting clear productivity and quality targets, and providing feedback to drive improvement.
• Assist with onboarding and training of new team members, ensuring they are equipped with the knowledge and skills to succeed in their roles.
• Lead the execution of process improvement projects, aimed at enhancing team efficiency, client satisfaction, and overall operational performance.
• Oversee the organization and prioritization of Escalation Request tickets to ensure prompt and effective resolutions.
• Act as a liaison between the team and the Legal Department to manage Attorney General Complaints and legal threats.
• Maintain accurate and comprehensive reports on key metrics, team performance, and escalation trends.
• Foster a positive team environment, encouraging collaboration, accountability, and a commitment to excellence.

• Minimum 5 years’ experience in customer service or client relations, with at least 2 years in a leadership or supervisory role.
• Associates degree preferred (work experience can substitute for education).
• Proven ability to lead and motivate teams in a fast-paced, client-facing environment.
• Strong written and verbal communication skills, with the ability to communicate effectively across all levels of the organization.
• Excellent interpersonal skills, problem-solving abilities, and critical thinking skills.
• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.
• Ability to manage multiple tasks and projects with attention to detail, while maintaining a flexible and adaptive approach.
• Follows HIPAA guidelines.
• Minimum internet speed of 25 Download/10 Upload.

Trajector is an EOE/Veterans/Disabled/LGBTQ employer.