Customer Support Team Lead

Upwork; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

An innovative company is seeking a Customer Support Team Lead to guide a remote team dedicated to enhancing the educational experience for students and families. This role involves overseeing daily operations, coaching team members, and ensuring adherence to service level agreements. The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to adapt in a fast-paced environment. Join this dynamic organization and contribute to transforming education with your leadership and expertise.

Qualifications

• 1+ years of experience in a team lead or supervisory role.
• Prior experience in customer service or virtual education preferred.

Responsibilities

• Supervise and coach a remote team of enrollment and support specialists.
• Manage task execution and monitor productivity and attendance.

Skills

Leadership

Communication

Performance Management

Analytical Skills

Adaptability

Education

High School Diploma

Bachelor's Degree

Tools

Salesforce

Asana

Microsoft Office Suite

Job description

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Team Lead – Customer Support for Learning and Development

Upwork’s Managed Services team is seeking a qualified Team Lead to support one of our enterprise clients in the education space. In this role, you will be employed by a third-party Employer of Record (EOR) and will help lead a remote team of enrollment and support specialists dedicated to delivering excellent service and outcomes for the client. Our client is committed to transforming education by providing families and students with innovative tools and resources to navigate the enrollment process and succeed in virtual learning environments.

Job Description

We are hiring for a Team Lead to support remote Phone Support operations for one of Upwork’s enterprise clients in the education space. The project will require coordination across a team and is expected to last more than 6 months.

Rate: $20.00 per hour

Location: Remote

Employment Type: Contract / 40 hrs

The Team Lead is responsible for supervising a team of remote enrollment and support specialists, ensuring daily operational performance, supporting hiring efforts, and contributing to process improvements. This role balances team leadership, scheduling optimization, and stakeholder engagement to help meet service level agreements (SLAs) and key performance indicators (KPIs).

Responsibilities

• Supervise and coach a team of enrollment and support specialists.
• Conduct regular check-ins, huddles, and performance reviews.
• Support onboarding, training, and interviewing of new team members.
• Operational Oversight & Workforce Management
• Manage task execution, workflow priorities, schedules, and staffing adjustments.
• Monitor real-time adherence, productivity, and attendance.
• Identify operational blockers and collaborate on solutions.
• Stakeholder Engagement
• Serve as a liaison between the team and other stakeholders.
• Support escalated issues with families, students, or partners when necessary.
• Process Improvement and Reporting
• Identify process inefficiencies and recommend solutions.
• Report on team performance and staffing capacity using data-driven insights.
• Ensure compliance with applicable policies and regulatory standards.

Qualifications

• 1+ years of experience in a team lead, supervisory, or senior specialist role.
• Prior experience in virtual education, customer service, enrollment, or support functions is strongly preferred.
• Experience leading remote teams and contributing to workforce planning or operational execution.
• Skills and Competencies
• Strong leadership, coaching, and performance management skills.
• Excellent communication and interpersonal abilities in a remote work setting.
• Familiarity with workforce management principles (scheduling, adherence tracking, capacity planning).
• Proficiency in CRM and task/project management platforms (e.g., Salesforce, Asana).
• Analytical and detail-oriented mindset with strong organizational skills.
• Adaptability to thrive in a fast-paced, evolving environment.

Technical Requirements

• Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• High-speed internet connection: Minimum 50 Mbps download, 10 Mbps upload; Ethernet connection preferred (no satellite, DSL, wireless, or dial-up).
• As noted above, individuals selected for this role will be employed by a third-party Employer of Record (EOR), while working on the project. Employees of the EOR may be eligible for benefits through the EOR, including any legally mandated employee benefits as well as the opportunity to sign up for other voluntary benefits the EOR may offer. If selected, the EOR will provide details on all available benefits.
• Please note that the EOR may run a criminal background check on a candidate after a conditional offer of employment is made. Qualified applicants with arrest or conviction records will be considered in accordance with applicable law, including the California Fair Chance Act and local Fair Chance ordinances.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service

• Industries

  Software Development

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