Remote Operations Lead, Customer Support & Coaching

Remote Worker LTD.; United States; Remote; USD 73,000 - 99,000; Full time

Benefits offered by this job

26 days annual leave

Wellness days off

Pension scheme

Employee Stock Purchase Plan

Private health care

Diversity forums

Job summary

TransUnion is seeking an Associate Lead, Customer Support Operations to guide a team of 12–16 Incident Coordinators in a remote setting with occasional in-person events. The role emphasizes coaching, performance management, and customer-centric service delivery across multi-channel support.

You will drive metrics, QA, and stakeholder collaboration while promoting an inclusive workplace and adherence to governance and SOPs. Excellent communication and leadership experience are essential.

Qualifications

• Experience leading a fast-paced contact center team with coaching and performance management.
• Ability to drive results across productivity, quality, and First Contact Resolution while maintaining customer focus.
• Strong people-management, feedback, and cross-functional collaboration skills.

Responsibilities

• Lead a team of 12 to 16 Incident Coordinators with daily coaching and performance reviews.
• Establish performance expectations and drive productivity, efficiency and quality metrics.
• Monitor calls, perform QA scoring, and provide coaching for service consistency.
• Foster an inclusive, high-engagement team environment aligned with company values.
• Resolve escalated customer issues and inform improvements to products and processes.
• Support daily service delivery by managing a small case portfolio when needed.
• Coordinate staffing for unplanned absence and PTO planning.
• Handle payroll, reporting, and Jira ticket management as part of team ops.
• Ensure governance compliance and communicate SOP updates to the team.

Skills

Team leadership

Coaching

Customer service

Performance management

Jira

Quality Assurance

KPIs tracking

Communication

Stakeholder engagement

Problem solving

Tools

Jira

Job description

TransUnion is seeking an Associate Lead, Customer Support Operations to guide a team of 12–16 Incident Coordinators in a remote setting with occasional in-person events. The role emphasizes coaching, performance management, and customer-centric service delivery across multi-channel support.

You will drive metrics, QA, and stakeholder collaboration while promoting an inclusive workplace and adherence to governance and SOPs. Excellent communication and leadership experience are essential.