Remote Call Center Team Lead (Client Support)
Job Type: Full-Time
Pay: $40,000 – $45,000 annually
Schedule: Mon–Sun, 7:00 AM – 11:00 PM (shifts assigned; evenings, weekends & holidays required)
Location: Remote (Eligible States: TX, FL, NC, GA, KY, AL, MS, LA, and TN)
ABOUT THE ROLE
Lead a remote call center support team helping clients navigate service animal and emotional support animal programs.
Handle client interactions across phone, email, and chat while coaching agents and keeping the queue running smoothly.
Your work directly supports people and their animals through an important documentation process.
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
Qualifications
•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
Hiring Process
Applicants must complete a short assessment before interviews through Test Gorilla.