Remote Technical Resolution Lead

ClearCaptions, LLC; United States; Remote; USD 67,000 - 80,000; Full time

Job summary

ClearCaptions, LLC is seeking a Technical Resolution Supervisor to guide a 12–15 agent team in delivering a world‑class customer experience. The role focuses on coaching, training, and hands‑on support to meet SLAs and drive customer acquisition and retention.

You will partner with cross‑functional teams, analyze performance data, and implement ITIL‑based workflows to triage and resolve incidents. The role emphasizes leadership, confidentiality, and flexible scheduling for a remote workforce.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• Minimum 3 years in customer service or technical support in tech environment.
• At least 1 year in supervision within an inbound contact center.
• Proven ability to coach and develop team members to meet goals.

Responsibilities

• Provide weekly coaching and 1:1 meetings for a team of 12–15 agents.
• Develop and administer training procedures and policies for the team.
• Ensure adherence to policies, procedures, and regulatory guidelines.
• Partner with cross-functional teams to improve handoffs and customer experience.
• Analyze performance data to identify trends and improvement opportunities.
• Apply ITIL-based processes to intake, triage, categorize, and resolve incidents.
• Promote ongoing professional development via workshops and training.
• Maintain team records and attendance logs.
• Own troubleshooting to identify root causes and recurring issues.
• Foster a trusted, transparent team culture enabling agility and learning.
• Provide backup support to peers and leadership as needed.
• Lead onboarding, mentoring, and talent development for a diverse team.
• Perform other duties as assigned.

Skills

Customer service

Coaching

Leadership

Time management

Communication

Problem solving

Team collaboration

Organizational skills

Active listening

Microsoft Office & Teams

Education

High School Diploma or equivalent

Associate degree or higher preferred

Tools

Microsoft Office Suite

Microsoft Teams

Slack

Job description

ClearCaptions, LLC is seeking a Technical Resolution Supervisor to guide a 12–15 agent team in delivering a world‑class customer experience. The role focuses on coaching, training, and hands‑on support to meet SLAs and drive customer acquisition and retention.

You will partner with cross‑functional teams, analyze performance data, and implement ITIL‑based workflows to triage and resolve incidents. The role emphasizes leadership, confidentiality, and flexible scheduling for a remote workforce.