Remote Technical Resolution Leader

ClearCaptions, LLC.; United States; Remote; USD 65,000 - 85,000; Full time

Job summary

ClearCaptions, LLC is seeking a Technical Resolution Supervisor to guide a team of Technical Resolution Specialists and deliver a world-class customer experience through coaching, training, and hands-on support.

You will oversee training procedures, ensure policy compliance, collaborate with cross-functional teams, and analyze performance data to drive continual improvement in incident handling and customer satisfaction. This is a 100% remote role.

Qualifications

• 3+ years in customer service or technical support, tech environment preferred.
• 1+ year of supervisor or leadership experience in inbound contact center.
• Proven ability to coach and develop team members to improve performance.
• Strong leadership to foster a positive, high-performance culture.
• Collaborative mindset with cross-functional teamwork.

Responsibilities

• Provide weekly team coaching and 1:1 meetings for 12-15 agents.
• Oversee training procedures and policy administration for specialists.
• Ensure policy compliance, attendance, and time-off adherence.
• Partner with cross-functional teams to improve handoffs and initiatives.
• Analyze performance data to identify trends and improvement opportunities.
• Apply ITIL processes to intake, triage, and resolve incidents and requests.
• Maintain team records and documentation of tasks and attendance.

Skills

Customer service

Technical support

Leadership

Coaching

Communication

Time management

MS Office

Microsoft Teams

Slack

Education

High school diploma or equivalent

Associate degree or higher preferred

Tools

Modems

Routers

VoIP

DNS

VPN

TCP/IP

DHCP

Network monitoring platforms

Job description

ClearCaptions, LLC is seeking a Technical Resolution Supervisor to guide a team of Technical Resolution Specialists and deliver a world-class customer experience through coaching, training, and hands-on support.

You will oversee training procedures, ensure policy compliance, collaborate with cross-functional teams, and analyze performance data to drive continual improvement in incident handling and customer satisfaction. This is a 100% remote role.