[Hiring] Support Services Team Lead @ACD Connect, LLC

Role Description

As a Team Lead, you are responsible for performing a wide range of administrative tasks and utilize superior customer service skills. The Support Services Team Lead manages and provides essential assistance to our team of support specialists. Primary duties include:

• Managing, training employees, and ensuring the Client SLAs are always met.
• Performing other duties as necessary to ensure client and organizational satisfaction.

Schedule

• All applicants must be available to work Mondays - Fridays 1:30 PM - 10 PM EST / 11 AM - 8 PM EST with rotating weekends (required shift).
• The schedule for training will be in the afternoon 9 AM - 5 PM EST Monday-Friday for 1 month.
• Once the month of training ends, the permanent schedule will be: Mondays - Fridays 1:30 PM - 10 PM EST / 11 AM - 8 PM EST with rotating weekends (required shift).
• Schedule required is 40 hours per week.

Responsibilities

• Oversee an assigned team of 10–20 Support Specialists, including daily workflow, ticket queues, call volumes, shift coverage, attendance, and schedule adherence.
• Serve as the Subject Matter Expert (SME) for the client account and ensure the team meets established SLAs and client expectations.
• Assist with team scheduling to ensure appropriate shift coverage and operational continuity.
• Serve as the first point of contact for complex customer and operational escalations and partner with the Account Manager when additional escalation is required.
• Provide phone and email support during downtime or when additional coverage is needed.
• Conduct regular 1-on-1 coaching, performance reviews, and skill development with team members; provide documented coaching when performance or conduct concerns arise.
• Work closely with the Quality Assurance Specialists and agents responsible for QA reviews to review quality trends, support calibration, identify performance gaps, and coordinate coaching or retraining.
• Assist with onboarding, orientation, training, and ongoing development of Support Specialists.
• Create and update Knowledge Base Articles and other operational documentation as needed.
• Prepare daily and weekly operational metrics, shift summaries, and status reports for the Account Manager.
• Identify operational issues and recommend process improvements through designated processes.
• Attend client meetings, as needed, and maintain strong knowledge of client processes, systems, and requirements.
• Follow company policies, SOPs, client requirements, and established operational procedures.
• Maintain regular shift integrity for (Opener, Midday, or Closer) to manage time-sensitive shift-start and shift-end operational responsibilities (agent touchpoint goals and prevent client coverage gaps).
• Perform other leadership duties, audits, and operational projects as assigned.

Qualifications

• 6 months of leadership, supervisory, or senior agent support experience in operations or customer service.
• Demonstrated ability to lead team workflows, manage competing priorities, and resolve escalations.
• Strong written communication, documentation, and customer service skills.
• High level of professionalism, discretion, and sound judgment.
• Ability to work independently and lead team members in a remote environment.
• Proficiency with Microsoft Office, virtual/telephony platforms, & applicable client systems.
• Experience in a BPO, call center, virtual contact center, or similar environment preferred.

Technical Requirements

• USB Headset.
• Webcam - All training is 100% on camera.
• Laptop or PC (No tablets/Chromebooks/Macs).
• Reliable Broadband internet connection with at least 35 Mbps download capacity and 10 Mbps upload capacity.
• All Agents must meet the technical system requirements necessary to perform the essential functions of the position. Our systems are not compatible with MacBooks, Apple devices, Chromebooks, or tablets. This position requires the use of a personal desktop or laptop running a Windows operating system, Microsoft Office Products with compatibility for HP platforms and software.

Benefits

• Remote Work – No commute time to the office.
• Medical/Vision and Dental Insurance.
• Flexible Spending Account / Health Savings Account.
• Personal Accident Insurance.
• 401(k)/Roth retirement plans with matching.
• Tiered PTO based upon length of employment.
• Employee Assistance Services for Mental Health/Substance Abuse/Counseling resources.
• Earn up to approximately 2 hours of PTO earned per pay period and begin using after 90 days of employment.

Additional Information

Due to our current state contracts, we are unable to hire INTERNATIONALLY and in these states at this time: CT, CO, MA, DE, DC, NJ, NY, CA, OR, MT, MN, AR, ID, WY, WA, AK, HI, PR. All applicants applying from these states or internationally unfortunately cannot be considered.

**ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law.