Lead Client Care Specialist

• Lead, train, and coach a fully remote team of Client Care Specialists
• Conduct 1:1s, team meetings, and performance reviews
• Manage live phone coverage by scheduling breaks, lunches, and absences
• Ensure call coverage between 8:00 AM and 6:00 PM ET
• Monitor team performance daily and address gaps in real time
• Assign specialty areas and hold team members accountable for results
• Audit call recordings and data entry daily for quality and compliance
• Answer calls alongside the team and model call quality and speed of answer
• Partner with the Intake Manager on hiring, onboarding, and team development
• Maximize outbound calls, 5-star reviews, and client referrals

• Experience leading, supervising, or coaching a customer service or call center team
• Fluent in spoken and written U.S. English
• Outstanding communication skills and excellent phone etiquette
• Exceptional grammar, spelling, and attention to detail
• Ability to learn new technology quickly
• Computer with Windows 11 or newer
• Minimum 16 GB RAM
• 500 GB SSD or larger
• Intel Core i5 10th Generation processor or equivalent minimum
• External mouse
• Webcam
• Quality headset with microphone
• UPS or inverter for uninterrupted power
• Fiber or equivalent internet connection with minimum 100 Mbps
• Uncapped internet service
• Ethernet connection; Wi-Fi is not acceptable
• Full-time availability during U.S. Eastern Time business hours, Monday–Friday

• $1,050 USD monthly salary
• Uncapped bonus opportunities
• 8 Paid Holidays
• Paid Time Off (PTO)
• Comprehensive training
• Ongoing leadership development
• Career growth opportunities
• Supportive international team
• Fully remote work
• Fun team events
• Team-oriented culture and positive work environment