Client Support Team Lead
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Job Description
Lead a remote call center support team helping clients with service animal documentation. Handle client interactions while coaching agents and ensuring service level adherence.
Responsibilities:
- Handle inbound client contacts across phone, email, and chat
- Monitor live call center queues and maintain service level expectations
- Coach agents in real time and assist with escalations
- Conduct quality audits and track KPIs for the Supervisor of Support
- Maintain SOPs and support onboarding of new team members
Requirements:
- High school diploma or equivalent required. Associate's or Bachelor's degree in Business, Communications, Human Services, or a related field preferred.
- Minimum of 1–2 years of experience in a customer support, client services, or call center environment.
- Strong interpersonal and communication skills, with the ability to deliver guidance and feedback clearly and professionally.
- Experience supporting multi-channel environments (phone, email, chat, ticketing) preferred.
- Open availability required across the full hours of operation: Monday through Sunday, 7:00 AM to 11:00 PM.
Benefits:
- Health, Dental, Vision Insurance
- 401(k) Match
- Paid Time Off
- Life & Disability Insurance
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