Customer Service Lead
Role purpose
Leads provider and family support operations across calls, email, voicemail, complaints, forms, escalations,
multilingual coordination, and inquiry quality.
Core responsibilities
Manage customer service representatives, queue performance, response times, and escalation handling.
Oversee complaint resolution, repeat-issue analysis, service-quality monitoring, and training reinforcement.
Coordinate with case, payment, QA, and technical teams on cross-functional issues.
Maintain knowledge materials, scripts, templates, and customer support procedures.
Support provider/family outreach, communication updates, and service reporting.
Help tune staffing and service processes during transition and stabilization.
Recommended minimum qualifications
Bachelor s degree preferred; equivalent experience acceptable. Five or more years of professional experience in
customer service, call center operations, public-facing service delivery, or regulated constituent support
environments, including lead or supervisory responsibility.
Minimum years of experience criteria
5+ years total relevant experience
1+ year in lead, supervisory, or senior customer-service responsibility
Direct Maryland constituent service, public assistance support, child care support, or education program service
experience strongly preferred
Preferred qualifications
Experience serving families, providers, or claimants in a public program setting.
Experience handling escalations, service complaints, and quality review in a call center or service desk
environment.
Experience with multilingual service delivery and service-level metrics.
Experience with Maryland or MSDE support environments.
Ideal prior experience for this procurement
Former MSDE CCS customer service supervisor, Five9/Contact Center supervisor, or lead from a Maryland public
program call center with operational reporting and quality-review experience.
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