Remote Customer Solutions Lead

Installation Made Easy; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

100% remote work environment

Employer provided equipment

Medical, dental, and vision insurance

Job summary

Installation Made Easy (IME) seeks an Assistant Manager – Customer Solutions to lead the remote Customer Solutions team. You will coach representatives, manage workflows, and support resolution of escalated customer issues across homeowners, retailers, and service providers.

You will partner with Field Operations, Accounting, and Call Center Ops to continually improve our proprietary software and contact center tools.

Qualifications

• 3+ years in customer service or related field.
• 1+ years in a lead or supervisory role.
• Ability to resolve escalated customer concerns.
• Strong communication and problem-solving skills.
• Comfort coaching teammates and handling remote work environment.

Responsibilities

• Support day-to-day operations of Customer Solutions.
• Provide daily leadership, coaching, and support to reps.
• Assist with onboarding and training of new reps.
• Monitor performance and provide timely feedback.
• Handle escalated issues with customers, providers, and partners.
• Serve as escalation point when needed.
• Promote accountability and customer-focused problem solving.

Skills

Customer service

Team leadership

Communication

Remote work

Tools

Five9

MS Office

Job description

Installation Made Easy (IME) seeks an Assistant Manager – Customer Solutions to lead the remote Customer Solutions team. You will coach representatives, manage workflows, and support resolution of escalated customer issues across homeowners, retailers, and service providers.

You will partner with Field Operations, Accounting, and Call Center Ops to continually improve our proprietary software and contact center tools.