Customer Service Team Lead

Job Summary

Providing oversight for daily operations, the full-time remote Customer Service Team Lead for the Short-Term Rental (STR) Program will supervise Customer Service Representatives, ensure compliance with program policies, and act as the primary escalation authority for complex inquiries.

Key responsibilities

• Supervise Customer Service Representatives and ensure adherence to program policies and performance standards
• Operate a national customer support center, responding to inquiries via telephone, email, and electronic communication
• Assist with records management and create reports using government databases and query tools

Required qualifications

• Bachelor's degree preferred, or extensive relevant professional experience in lieu of formal education
• 7-10 years of experience in customer service, logistics operations, or call center environments with supervisory experience
• Proficiency in Microsoft Office, particularly Excel, and Adobe Acrobat
• Experience navigating federal systems such as SAM.gov and FPDS.gov
• Experience working with rental car, fleet, or equipment rental agencies