Call Center Unit Lead

Providing advanced customer support in a fast-paced environment, the full-time remote Call Center Unit Lead will manage escalated calls, mentor team members, and assist with daily operations to ensure service level expectations are met. Key responsibilities: Handle escalated calls and complex customer inquiries, ensuring timely resolution Support daily customer service operations by assisting with workflow and documentation Mentor and coach less experienced team members to reinforce proper procedures Required qualifications: 6+ years of experience in customer service, call center, or related fields Experience in handling escalated calls and complex customer inquiries Proven ability to mentor and support less experienced staff Strong analytical and documentation skills Familiarity with help desk software and customer service systems