Lead Client Care Specialist

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Supervise, mentor, and guide a completely remote team of Client Care Specialists.

• Facilitate one-on-one meetings, team gatherings, and performance evaluations.

• Oversee live phone coverage by organizing breaks, lunches, and absences.

• Maintain call coverage from 8:00 AM to 6:00 PM ET.

• Evaluate team performance on a daily basis and address any issues in real-time.

• Delegate specialty areas and hold team members responsible for their outcomes.

• Review call recordings and data entries daily for quality assurance and compliance.

• Participate in calls with the team to exemplify call quality and response time.

• Collaborate with the Intake Manager on recruitment, onboarding, and team development.

• Enhance outbound calls, achieve 5-star reviews, and generate client referrals.

⛳️ Requirements

• Proven experience in leading, supervising, or coaching a customer service or call center team.

• Proficient in both spoken and written U.S. English.

• Exceptional communication abilities and excellent phone manners.

• Strong grammar, spelling, and keen attention to detail.

• Quick adaptability to new technologies.

• A computer operating on Windows 11 or later.

• At least 16 GB of RAM.

• A 500 GB SSD or larger storage capacity.

• An Intel Core i5 10th Generation processor or a comparable minimum.

• An external mouse.

• A webcam.

• A quality headset with a microphone.

• A UPS or inverter to ensure uninterrupted power supply.

• Fiber or equivalent internet connection with a minimum speed of 100 Mbps.

• Uncapped internet service.

• Ethernet connection; Wi-Fi is not permitted.

• Availability for full-time work during U.S. Eastern Time business hours, Monday to Friday.

🏝️ Benefits

• Monthly salary of $1,050 USD.

• Opportunities for uncapped bonuses.

• 8 Paid Holidays.

• Paid Time Off (PTO).

• Comprehensive training provided.

• Continuous leadership development.

• Opportunities for career advancement.

• A supportive international team environment.

• Fully remote work arrangement.

• Engaging team events.

• A team-oriented culture with a positive work atmosphere.