Customer Care Team Lead​/Adv Customer Care Agent Lead​/Adv

Position: CUSTOMER CARE TEAM LEAD/ADV CUSTOMER CARE AGENT LEAD/ADV
Introduction

Maryland’s Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing service. We’re in the early stages of building something as big and as far-reaching as unemployment insurance or a new health department.

We know that delivering services primarily through a website, over the Internet, is a new way of doing business in government. The Customer Care team is the first point of contact for the FAMLI program, providing essential support to employers and workers. The Customer Care team strives to meet people where they are and create pathways for people of different needs and abilities to get the services they need.

The Customer Care team’s clear, empathetic, and effective assistance is at the heart of our mission to ensure Maryland workers get paid when they need time to care for themselves and their families.

Remote Position

This is a Remote position.

Grade

ASTD
13

Location of Position

100 S. Charles Street
Baltimore, Maryland 21201

Main Purpose of Job

The Customer Care team within the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor serves as a critical connection between the program and the workers and employers it supports. As a Team Lead/Advanced Specialist, this position provides advanced program support, guidance, and leadership to help ensure the delivery of accurate, consistent, and high-quality customer service.

A Customer Care Agent Lead/Advanced is the lead or advanced level of work providing customer support on the customer care team in the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor. Employees in this classification respond to inquiries from claimants and employers, provide assistance with account creation, and provide support to claimants that seek to file for FAMLI benefits.

Employees in this classification with lead level responsibilities assign, review, and approve the work of and train lower-level Customer Care Agents. Employees in this classification with advanced level responsibilities function as a customer care specialist and work to respond to and resolve complex inquiries and manage customer claim escalations. The role serves as a subject matter resource for Customer Care staff, assists with resolving complex or escalated inquiries, supports case management and quality assurance efforts, and provides guidance on program policies, procedures, and service expectations.

The position also supports daily Customer Care operations by identifying trends, addressing service delivery challenges, and helping staff navigate issues that require advanced review or coordination with other FAMLI teams.

Position Duties Team Lead Responsibilities

• Handles incoming calls from employers, workers, and other stakeholders regarding FAMLI program eligibility, account creation, claim status, and documentation requirements.
• Respond to inquiries using multiple communication channels, including phones, email, webmail, and live chat.
• Provides day‑to‑day support and operational direction to Customer Care staff while maintaining an active individual workload.
• Directs daily workload distribution, staffing coverage, case assignments, and operational priorities based on business needs and service volume.
• Supports onboarding, training, quality reviews, performance monitoring, and employee development.
• Monitors team performance, case queues, workload, and service levels and identifies areas requiring additional support or intervention.
• Provides leadership during high-volume periods, complex customer…