Onsite Crew Lead

Learntastic; Eldon (MO); On-site; USD 40,000 - 60,000; Full time

Job summary

Learntastic is seeking an Onsite Crew Lead to manage a small onsite crew during assigned shifts, ensuring smooth operations and serving as the main point of contact. You will escalate concerns as needed and support daily work expectations with a calm, professional presence.

The role focuses on leading by example, addressing attendance issues, and coordinating with the Customer Success Director and client HR to maintain productive shift performance.

Qualifications

• Experience in a warehouse, manufacturing, distribution, or onsite environment.
• Reliability, punctuality, and ability to lead by example while on shift.
• Clear, professional communication with the Customer Success Director, client HR, and client contacts.
• Ability to follow company policies, escalation procedures, and safety rules.
• Basic documentation skills for shift notes and updates.

Responsibilities

• Work assigned shift duties and monitor crew activity and needs.
• Serve as primary contact for crew members during the shift.
• Escalate urgent issues to the appropriate escalation contact per procedures.
• Assist crew with basic questions about daily work, shifts, and rules.
• Identify attendance concerns and communicate them to the escalation contact.

Skills

Shift leadership

Communication skills

Bilingual Spanish/English

Problem solving

Tools

CRM systems

Incident reporting

Job description

Job Overview

The Onsite Crew Lead is a working lead position responsible for performing assigned shift duties while providing day-to-day support to a small onsite crew. This role helps maintain smooth shift operations by answering crew member questions, communicating immediate needs, reinforcing workplace expectations, and serving as the first point of escalation for crew members during the shift. The Onsite Crew Lead provides shift-level leadership, communication, and escalation support related to attendance concerns, early departure requests, work-related injuries, associate complaints, client concerns, and other immediate operational needs. Depending on the situation, the Crew Lead will report concerns to the Customer Success Director or client HR according to established procedures.

Key Responsibilities

• Work assigned shift duties while maintaining awareness of crew activity, staffing needs, and immediate operational concerns.
• Serve as the primary point of contact for crew members during the shift.
• Escalate urgent or sensitive issues to the Customer Success Director or client HR depending on the nature of the concern and established procedures.
• Assist crew members with basic questions related to daily work expectations, shift assignments, break times, reporting procedures, and workplace rules.
• Help identify attendance concerns, call-offs, late arrivals, no-shows, and early departure requests, and communicate them promptly to the appropriate escalation contact.
• When a crew member requests to leave early, gather basic information, notify the Customer Success Director or client HR as appropriate, and help ensure proper coverage or handoff when directed.
• Assist with initial response to work-related injuries by ensuring the associate receives immediate attention, notifying the appropriate escalation contact, following site procedures,and helping document required details.
• Receive and upscale associate complaints, workplace concerns, or client-related issues in a professional, timely, and confidential manner.
• Maintain a calm and professional presence during shift disruptions, associate concerns, or service issues.
• Support communication between crew members, the Customer Success Director, clientcontacts, client HR, and internal team members as needed.
• Reinforce safety procedures, attendance expectations, conduct standards, and client site rules during the shift.
• Report safety hazards, policy violations, injuries, complaints, attendance issues, and other concerns according to company and client procedures.
• Help onboard or guide new crew members during the shift by answering basic questions and helping them understand where to report and who to contact.
• Maintain accurate notes or shift updates related to escalations, attendance concerns, injuries, complaints, or other relevant events.

Escalation Responsibilities

• Act as the first point of escalation for crew members during the shift.
• Determine whether an issue can be addressed with basic shift-level guidance or must be escalated immediately.
• Notify the Customer Success Director of operational concerns, staffing issues, attendance disruptions, service concerns, safety hazards, and other company-related matters.
• Notify client HR or the appropriate client contact of workplace complaints, policy concerns, client-directed matters, injury-related reporting needs, or other issues requiring client involvement.
• Follow established reporting procedures and avoid making decisions outside assigned authority.
• Maintain confidentiality when handling associate concerns, complaints, injury details, attendance-related information, or client-sensitive matters.

Qualifications

• Prior experience in a warehouse, manufacturing, distribution, production, or similar onsite work environment preferred.
• Demonstrated reliability, punctuality, and ability to lead by example while working an assigned shift.
• Ability to perform the job requirements for the positions for which the crew lead provides oversight and support.
• Ability to communicate clearly and professionally with crew members, the Customer Success Director, client HR, and client contacts.
• Sound judgment and ability to recognize when an issue must be escalated.
• Ability to remain calm, respectful, and solution-focused when handling complaints, attendance issues, injuries, or urgent shift concerns.
• Basic documentation skills for shift notes, attendance updates, incident details, and escalation summaries.
• Ability to follow company policies, client site rules, safety requirements, and escalation procedures.

Preferred Skills

• Previous experience as a lead, trainer, senior crew member, or shift support resource.
• Strong interpersonal skills and ability to build trust with a small team.
• Strong verbal and written bilingual Spanish – English communication skills.
• Conflict-resolution skills and ability to redirect concerns through the proper channels.
• Customer service mindset with a sense of urgency and professionalism.
• Basic knowledge of workplace safety practices and incident reporting expectations.
• Bilingual Spanish/English communication skills preferred, depending on site needs.

Work Environment

• This position is based onsite at a client work location and supports a small crew during an assigned shift.
• The Crew Lead is expected to perform regular work duties while also providing shift-level communication and escalation support to the Customer Success Director or client HR as appropriate.
• The role may require standing, walking, bending, lifting, or moving throughout the work area depending on assignment requirements.
• The work environment may include warehouse, manufacturing, production, distribution, orsimilar operational settings.