Leave and Care:; ES Benefit Specialist OCDL - Internal

Customer Support Lead

The Employment Security Department (ESD) is seeking a skilled, customer-focused problem solver to serve as a Customer Support Lead within the Insurance Services Division. The ability to communicate in Spanish is required for this role.

The ideal candidate is a calm, confident communicator—someone who excels at de-escalating challenging situations, analyzing complex issues, and guiding both customers and staff toward clear, timely resolutions. You are patient, empathetic, and highly detail-oriented. You thrive in fast-paced environments, navigate regulations with ease, and bring strong judgment to emotionally charged or complicated cases. You build trust quickly, collaborate effectively across teams, and maintain professionalism even under pressure.

Note:

This opportunity is only available to current employees of the Washington Employment Security Department.

The Customer Support Lead supports the Leave and Care Operations team by resolving escalated and complex Paid Family and Medical Leave customer issues. This role serves as the first point of contact for escalations from Benefit Specialists and Benefit Technicians, manages constituent complaints, and acts as the primary liaison to the Office of the Ombudsman. The position ensures customers receive accurate information, timely assistance, and high-quality service while supporting staff through coaching, guidance, and technical expertise.

In this role, you will respond to escalated calls, emails, and cases; conduct in-depth case reviews; and determine appropriate actions to resolve complex or sensitive customer concerns. You will manage CITS complaints, coordinate with the Ombudsman's office, and communicate resolutions to customers and internal stakeholders. You will also support Specialists by providing coaching, mentoring, and backup coverage, and you will report trends, root causes, and recommendations to leadership.

Your work strengthens customer trust, improves service delivery, and helps ensure equitable access to Paid Family and Medical Leave benefits.

Some of what you will do:

• Respond to escalated customer calls and emails, identify issues, research solutions, and resolve complex concerns.
• Conduct advanced case reviews, including benefit claims, weekly claims, voluntary plan cases, and guide Specialists in resolving complicated issues.
• Review and resolve emotionally charged or complex customer issues, determine and implement appropriate actions.
• Manage CITS complaints, investigate issues, and communicate resolutions to customers and stakeholders.
• Serve as the primary contact for the Office of the Ombudsman, investigate and resolve escalated inquiries.
• Provide coaching, mentoring, and support to Specialists handling difficult customer interactions.
• Report trends, root causes, and case outcomes to Operations Management and recommend improvements.
• Communicate resolutions clearly and professionally to customers, Specialists, Leads, and Supervisors.
• Perform backup duties for Specialist 2s and Specialist 3s, including training and workflow support.

Required Qualifications: Option 1:
Six (6) years of equivalent education/experience

Option 2:
One (1) year as an ES Benefits Specialist 2.

Option 3:
One (1) year of experience equivalent to the ES Benefits Specialist 2 with another state that administers insurance benefits programs.

Option 4:
Associate's Degree in a health or social science, public administration or a related field and Four (4) years of the required experience below.

Option 5:
Bachelor's Degree in a health or social science, public administration or a related field and Two (2) year of the required experience below.

Option 6:
Master's Degree in a health or social science, public administration or a related field and One (1) year of the required experience below.

Required equity competencies:

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

The required experience includes:

• Regulatory Knowledge & Communication
  
  Skills:
  
  Proficiency in explaining complex regulations clearly.
• Analytical & Investigative
  
  Skills:
  
  Expertise in analyzing claim documentation for accuracy.
• Tec…