Case Administration Team Lead

Spot On Talent; Dallas (TX); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid schedule

North Dallas office

AI learning opportunities

Collaborative culture

Health insurance

Home office setup

Job summary

Spot On Talent in North Dallas seeks a hands-on Team Lead to guide a team of Case Administrators in consumer warranty arbitration. This hybrid role combines leadership with direct work, including coaching new hires, handling escalations, and keeping a personal caseload to stay connected to the processes.

You will enforce accuracy, deadlines, and confidential handling of materials, review files for compliance, and drive improvements with technology and AI Tools.

Qualifications

• Experience leading a team in a process‑driven environment with deadlines.
• Strong coaching and onboarding skills for new hires.
• Ability to handle escalations and stay calm under pressure.
• Attention to detail and reliability in documentation and workflows.
• Comfort handling confidential information and sensitive case materials.
• Familiarity with applying AI tools to improve processes.

Responsibilities

• Coach, train, and support a team of Case Administrators, including onboarding new hires
• Serve as the go‑to resource for escalated customer issues, complex disputes, and time‑sensitive scheduling questions
• Carry an ongoing caseload and pitch in on frontline work whenever the team needs it
• Review case files for quality and compliance with program rules, and help fix recurring issues at the root
• Keep workloads balanced and cases moving on time
• Report on team performance and hold regular one‑on‑ones
• Recommend process improvements, including smart use of new technology and AI tools

Skills

Leadership

Coaching

Dispute resolution

Process improvement

Attention to detail

Confidential handling

People management

AI tools familiarity

Tools

AI tools

Job description

Some people see a task that didn’t get completed by the end of the day and wait to complete it the next day. You spot it, take ownership, and complete it. If that’s you, and you also like coaching a team that gets the job done right and on time, keep reading. This North Dallas, hybrid role leads a collaborative team that administers vehicle warranty arbitration cases, where accuracy, deadlines, and fairness all matter at once. If you're a hands‑on leader who likes rolling up your sleeves alongside your team, this is a rare find.

About the Opportunity

Our client is a well‑established, completely neutral administrator of consumer warranty arbitration programs. Their team is the trusted keeper of the record: they receive, protect, and distribute evidence and case materials among consumers, manufacturers, and arbitrators. Accuracy, confidentiality, and fairness are the whole job.

As Team Lead, you'll guide a team of Case Administrators and report to the Director of Operations. You'll lead the team, handle escalations, and keep a caseload of your own, so you stay close to the work and the people doing it.

What You’ll Do

• Coach, train, and support a team of Case Administrators, including onboarding new hires
• Serve as the go‑to resource for escalated customer issues, complex disputes, and time‑sensitive scheduling questions
• Carry an ongoing caseload and pitch in on frontline work whenever the team needs it
• Review case files for quality and compliance with program rules, and help fix recurring issues at the root
• Keep workloads balanced and cases moving on time
• Report on team performance and hold regular one‑on‑ones
• Recommend process improvements, including smart use of new technology and AI tools

What We're Looking For --

Must-haves:

• Experience administering cases or workflows in dispute resolution, arbitration support, legal operations, compliance operations, or another process‑driven environment where documentation and deadlines matter
• Experience managing people (a formal supervisor title is not required, but you've done the work)
• A hands‑on leadership style and a willingness to do the same work as your team
• Exceptional attention to detail, organization, and reliability
• Comfort handling confidential documents and sensitive information
• Experience working within detailed procedures or compliance requirements
• Clear, professional, calm communication skills
• Openness to learning AI tools (curiosity matters more than current skill)

Nice to have:

• Background in arbitration, mediation, or dispute resolution
• Experience as a paralegal or legal assistant, or in insurance or title work (these backgrounds translate well)

Why You'll Want This Job --

• A true hybrid schedule: in the office Monday and Tuesday, remote Wednesday, Thursday, and Friday
• A beautiful office in North Dallas with easy access to major roadways and free garage parking on site
• A firm that embraces AI technology, so you'll have the opportunity to learn and grow your skills as the firm grows
• A calm, collaborative culture where you're trusted to get the job done
• Health insurance subsidized for employee, spouse, and family coverage
• Full home office setup provided, including up to two monitors

Interested?

If you want to lead a team that values getting it right over looking busy, we'd love to hear from you.

Our client is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.