Client Support Team Lead - Onsite

Position Summary

The Client Support Team Lead (Onsite) is a senior, hands-on intake resource responsible for supporting daily execution of the Personal Injury (PI) and Mass Tort intake function while actively handling calls. This role provides real-time floor support, coaching, training reinforcement, and KPI/QA oversight to ensure accurate documentation, consistent script/workflow adherence, and a high-quality claimant experience.

Essential Functions

• Handle escalated and higher-complexity inquiries, including sensitive calls, and ensure complete and accurate claimant intake documentation.

• Provide real-time floor support for Specialists during live production (process questions, scripting guidance, documentation standards, and escalation routing).

• Monitor performance indicators (KPI and QA trends, documentation accuracy, schedule adherence) and deliver structured coaching to improve performance.

• Support onboarding and training reinforcement, including role-play practice, calibration support, and confirmation of readiness for independent call handling (as assigned).

• Identify and document performance or compliance concerns; escalate recommendations to the Client Support Manager for decisioning and follow-through, including corrective action considerations.

• Support coverage needs by taking calls, covering gaps, and assisting with peak windows and break/lunch coverage as directed.

• Provide feedback on scripts, workflows, and recurring call drivers; partner with leadership on continuous improvement initiatives.

• Maintain confidentiality and follow required disclosures, policies, and protocols; the Team Lead does not provide legal advice and escalates matters outside role scope.

Role Development (Growth Phase – Expanded Inquiry Resolution)

• Take on additional operational and workflow ownership as the program scales (e.g., escalation triage, training reinforcement, QA/KPI trend support).

• Expand to manage a broader range of inbound/outbound claimant inquiries and follow-ups, supporting timely resolution and consistent handoffs across the case lifecycle.

Knowledge, Skills, and Abilities

• Strong coaching mindset with the ability to deliver clear, respectful, actionable feedback.

• Excellent verbal communication, active listening, and de-escalation skills.

• High attention to detail and strong documentation quality in CRM/case management systems.

• Ability to manage competing priorities in a fast-paced, high-volume environment while maintaining accuracy.

• Comfortable using performance data to identify trends, address gaps, and recommend improvements.

• Proficiency with multi-system navigation and standard office tools (email, chat, spreadsheets).

Minimum Qualifications

• High school diploma or equivalent.

• 2 years of experience in a customer service, call center, or intake role with heavy documentation and KPI expectations.

• 1 year in a senior/lead capacity (mentoring, training support, floor support, or informal leadership).

• Ability to handle sensitive or emotional conversations with professionalism, empathy, and consistency.

Preferred Qualifications

• Experience in legal intake, personal injury, insurance claims, medical intake, and/or Mass Tort environments.

• Experience with QA monitoring, calibration, and performance coaching practices.

• Bilingual (Spanish/English); proficiency may be assessed as part of the selection process.

Work Environment & Physical Demands

In-office environment with prolonged sitting and computer/phone use. Requires sustained focus, multitasking, and continuous call handling.

Disclaimers / EEO

Calls and system activity may be monitored and/or recorded for quality assurance, training, and compliance purposes. This job description is not an employment contract and duties may change based on business and client program needs. Call 4 Health is an Equal Opportunity Employer