(Remote – U.S.)
🧾 About the Role
Help at Home is hiring a Contact Center Team Lead to support and supervise after-hours operations for their remote contact center. This role ensures outstanding customer service by coaching agents, resolving escalations, and driving continuous improvement across omnichannel platforms.
✅ Position Highlights
• Full-time, remote
• Schedule: Rotating
- Week 1: Monday–Friday, 4:00pm–1:00am
- Week 2: 4:00pm–1:00am (3 weekdays + Sat/Sun)
• Required: Available every other weekend and some holidays
• Department: Corporate – After-Hours Contact Center
• Salary Range: $45,000–$50,000/year
• Industry: In-Home Personal Care Services
📋 What You’ll Own
• Oversee day-to-day contact center operations and agent support
• Monitor calls, provide coaching, and ensure service-level expectations are met
• Serve as an escalation point for contact center agents and BPO partners
• Track trends, analyze customer data, and recommend workflow improvements
• Support high-volume call intervals and handle live tickets as needed
• Foster a customer-first culture across all communication channels
• Ensure regulatory compliance (HIPAA, internal policy, etc.)
• Collaborate with leadership on training, scheduling, and performance feedback
🎯 Must-Have Traits
• Bachelor’s degree in Business, Communications, or related field
• 3+ years of experience in contact center or operations management
• At least 3 years in a leadership or supervisory role
• Experience with Zendesk or similar CRM platforms
• Strong people leadership, coaching, and team development skills
• Excellent written and verbal communication
• Able to handle escalations, multitask under pressure, and drive resolution
• Adaptable mindset with a love of learning and process improvement
💻 Remote Requirements
• Stable internet and home office setup
• Ability to work rotating evenings, weekends, and holidays
• Experience managing remote or hybrid teams a plus
💡 Why It’s a Win for Remote Job Seekers
• Consistent salary with weekly pay
• Remote flexibility in a leadership role
• Health, dental, and vision insurance
• 401(k), PTO, and paid parental leave
• Growth within a mission-driven company serving 66,000 clients monthly
• Be part of a high-impact team in a fast-paced, people-first environment
✍️ Call to Action
If you’re a people-first leader with a background in contact center operations and a passion for coaching teams toward excellence, this is your moment. Apply today to join Help at Home as a Contact Center Team Lead—and help deliver meaningful care with every call.