Call Center Unit Lead - Remote US
$41,900–$59,800 year
Remote · United States
Job Summary
Call Center Unit Lead in a remote US setting. Lead a high-volume customer service team, handle escalated calls and complex inquiries, mentor and coach staff, and partner with supervisors/managers to drive workflow improvements, documentation accuracy, and service level adherence. The role emphasizes researching issues, providing solutions, updating account history, monitoring transactions, and ensuring timely follow-up. Requires 6+ years of relevant experience and strong skills in leadership, communication, problem-solving, analysis, and use of help desk/customer service systems. Includes comprehensive benefits and a focus on work-life balance, continuous learning, and career development.
Required Qualifications
- 6+ years of customer service, telephone support, call center, or related customer contact experience
- Experience handling escalated calls, complex customer inquiries, complaint resolution, or sensitive customer service issues
- Experience mentoring, training, coaching, or supporting less experienced staff in a call center or customer service environment
- Strong business, analytical, communication, documentation, and problem-solving skills
- Experience using help desk software, telephone technology, computer software, and customer service systems
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