Client Service Team Lead

Position Overview

The Client Service Team Lead is a pivotal technical SME within the Client Services department, responsible for driving operational excellence and delivering outstanding client experiences. This role combines mentorship, technical subject matter expertise, and project leadership to ensure seamless support for clients and continuous improvement across the organization.

The Team Lead manages complex projects and escalated client requests, leads workflow enhancements, guides and mentors teammates on technical solutions, and partners with cross-functional teams to implement innovative solutions. Success in this role requires a passion for client service, advanced technical acumen, and a commitment to fostering a collaborative, high-performing team environment

For external candidates, the Client Service Team Lead position requires to be onsite at a Zelis St Petersburg or St Louis office twice a month.

What You’ll Do

Leadership & Team Development

• Organize and lead regular team standup meetings to prioritize client needs and remove obstacles to timely project delivery.

• Contribute to the recruitment, interview, and onboarding process for new team members by evaluating candidates’ technical expertise and their ability to thrive in a fast-paced, dynamic environment.

• Provide technical guidance to Client Support Associates and Client Support Specialists, fostering professional growth and ensuring high performance.

Client Support & Escalations

• Lead or assist with escalated client requests, ensuring full resolution and client satisfaction.

• Serve as escalation point for client cases and promptly inform Operations Manager of any issues.

• Troubleshoot and resolve production issues for ID cards, enrollment materials, checks, payments, and Explanation of Benefits (EOB) communications using advanced technical knowledge.

Technical Expertise & Product Development

• Act as a technical subject matter expert to support product development initiatives, including user interface enhancements, design sessions, and testing.

• Collaborate with IT teams, internal and external, to support custom software integrations and implementation processes.

• Draft precise, technically detailed requirements for IT regarding client-driven data modifications.

• Analyze highly complex data sets and business rules to deliver actionable insights that support client objectives.

Collaboration & Cross-Functional Initiatives

• Collaborate with other Team Leads and Operations Managers to identify workflow improvements and drive knowledge-building initiatives.

• Partner with cross-functional teams to align technical solutions with business goals.

• Coordinate with Tier 2 technical operations for product development and deployment.

• Represent Zelis during client visits and training sessions, providing technical expertise in client-facing engagements.

Project Management & Strategic Solutions

• Lead client-facing technical projects, ensuring timely delivery and alignment with client expectations.

• Navigate risk, timeline and technical issues directly with the client, ensuring a service and solution-oriented approach is always at the forefront.

• Offer strategic solutions to optimize project outcomes and proactively resolve obstacles through education and collaboration.

• Lead internal Zelis initiatives and special projects as needed.

Incident Management & Continuous Improvement

• Lead efforts to mitigate incidents affecting multiple Payers and communicate progress and impact to stakeholders.

• Identify and communicate potential barriers, proposing immediate and long-term solutions for technical changes.

• Ensure documentation and reporting of technical processes, project status, and client feedback.

• Identify improvement opportunities, and drive continuous improvement efforts in service delivery, client satisfaction, and technical processes.

What You’ll Bring to Zelis

• 6 years of combined project management and client service experience within healthcare or financial services, plus technical expertise within a SaaS environment

• Bachelor’s degree preferred

• Experience implementing solutions to drive performance and success.

• Familiarity with Zelis Advanced Payer Platform, Jira, and/or Salesforce.

• Willingness to travel occasionally and work flexible hours as needed.

• Strong client and associate focus with the ability to build and sustain productive relationships.

• Clear, accurate, and effective communication in both oral and written formats.

• Active contribution to team success and collaboration.

• Advanced problem-solving capabilities, with sound judgment and the ability to resolve complex issues under pressure.

• High initiative and motivation to exceed goals and proactively address challenges.

• Effective planning and organization skills, with the ability to prioritize tasks and manage resources efficiently.

• Commitment to upholding Zelis’ vision and IMPACT values in decision-making and daily actions.

• Dedication to delivering exceptional customer service and satisfaction.

• Ability to meet high standards of service and quality under tight deadlines.

• Willingness to expand technical and operational knowledge continuously.

• Strong understanding and compliance with HIPAA, security, and regulatory policies.

• Proven experience in client support, technical operations, and team leadership.

• Strong problem-solving skills and technical acumen.

• Excellent communication and collaboration abilities.

• Experience with product development, software integration, and project management.

• Ability to analyze complex data and deliver actionable insight

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.