[Hiring] Client Support Team Lead @US Service Animals

Role Description

Lead a remote call center support team helping clients navigate service animal and emotional support animal programs.

• Handle client interactions across phone, email, and chat while coaching agents and keeping the queue running smoothly.
• Your work directly supports people and their animals through an important documentation process.

Responsibilities

• Handle inbound client contacts across phone, email, and chat
• Monitor live call center queues and maintain service level expectations
• Coach agents in real time and assist with escalations
• Conduct quality audits and track KPIs for the Supervisor of Support
• Maintain SOPs and support onboarding of new team members

Qualifications

• High school diploma or equivalent required. Associate's or Bachelor's degree in Business, Communications, Human Services, or a related field preferred.
• Minimum of 1–2 years of experience in a customer support, client services, or call center environment.
• Strong interpersonal and communication skills, with the ability to deliver guidance and feedback clearly and professionally.
• Experience supporting multi-channel environments (phone, email, chat, ticketing) preferred.
• Open availability required across the full hours of operation: Monday through Sunday, 7:00 AM to 11:00 PM.

Benefits

• Health, Dental, Vision Insurance
• 401(k) Match
• Paid Time Off
• Life & Disability Insurance