Remote Overnight Intake Team Lead — Growth & PTO

Job Duck, LLC; Sudáfrica; A distancia; ZAR 988.000 - 1.482.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid time off

Parental leave

Professional development

Dedicated support

Values-aligned clients

Descripción de la vacante

Job Duck, LLC is seeking an Overnight Intake Supervisor to lead a remote team delivering client support during overnight hours. The role blends hands-on intake tasks with coaching, ensuring accurate records and timely responses for US-based clients.

You will oversee overnight operations, manage escalation processes, and contribute to weekly performance summaries. The ideal candidate has 2+ years in inside sales or phone-based selling, prior team leadership, and strong English communication.

Formación

• Minimum of 2 years of inside sales or phone-based selling experience.
• Previous team lead, supervisory, or quality assurance experience preferred.
• Strong verbal and written English communication skills.
• Ability to balance empathy with urgency when assisting clients and managing inquiries.
• Exceptional attention to detail and commitment to accuracy.
• Demonstrated ability to follow structured processes, procedures, and checklists.
• Ability to work independently and remain highly productive in a remote work environment.
• Strong judgment and decision-making skills, including knowing when to elevate issues and when to document them for handoff.
• Results-driven mindset with the ability to take ownership of performance metrics, service levels, and overall outcomes.
• Strong customer service and relationship-building skills.

Responsabilidades

• Working the queue during quiet hours by completing batch data entry updates and lead record corrections assigned by the team
• Processing electronic signatures and documents received overnight
• Overseeing overnight operations across both shifts, ensuring coverage, response times, and record quality, while coordinating during the supervision overlap period with evening staff
• Performing nightly quality assurance spot checks and coordinating with the office’s morning reconciliation owner
• Responding promptly to new web and chat leads, initiating calls during permitted calling hours or communicating via text and email when necessary
• Serving as the primary overnight escalation point and following documented procedures for communication with office leadership, including placing priority callbacks before the end of the shift when appropriate
• Preparing and delivering weekly overnight performance summaries, including lead volumes, response times, and process‑related concerns
• Monitoring after‑hours assistant lead captures, verifying accurate record creation, completing and enriching lead information, and identifying matters requiring attorney review

Conocimientos

Inside sales

Team leadership

English communication

Remote work

Attention to detail

Process adherence

Descripción del empleo

Job Duck, LLC is seeking an Overnight Intake Supervisor to lead a remote team delivering client support during overnight hours. The role blends hands-on intake tasks with coaching, ensuring accurate records and timely responses for US-based clients.

You will oversee overnight operations, manage escalation processes, and contribute to weekly performance summaries. The ideal candidate has 2+ years in inside sales or phone-based selling, prior team leadership, and strong English communication.