Call Center Unit Lead

Job Summary

Providing advanced customer support in a fast-paced environment, the full-time remote Call Center Unit Lead will manage escalated calls, mentor team members, and assist with daily operations to ensure service level expectations are met.

Key responsibilities:

• Handle escalated calls and complex customer inquiries, ensuring timely resolution
• Support daily customer service operations by assisting with workflow and documentation
• Mentor and coach less experienced team members to reinforce proper procedures

Required qualifications:

• 6+ years of experience in customer service, call center, or related fields
• Experience in handling escalated calls and complex customer inquiries
• Proven ability to mentor and support less experienced staff
• Strong analytical and documentation skills
• Familiarity with help desk software and customer service systems