Customer Service Lead

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.

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.

• 5+ years total relevant experience
• 1+ year in lead, supervisory, or senior customer-service responsibility
• Direct Maryland constituent service, public assistance support, childcare support, or education program service experience strongly preferred

• 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.

Fusion offers a competitive benefits package that includes medical, dental, and vision coverage.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. Fusion Advanced Technology does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information, or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.