Team Leader - Roadside Assistance (Detroit-Onsite)

Team Lead – Roadside Assistance Specialist Think of yourself as one of the leaders of the operations department. Team Leads go to work with one thing in mind: to provide the best customer experience to our clients. They are able to drive the performance of teammates in order for them to continuously hit their goals. Role Overview As a Team Lead, you will coach and manage teammates and act as a bridge between your teammates and the other departments. You will manage the day‑to‑day planning and operations of your team, ensuring each teammate delivers on their Service Level Agreement (SLA) and achieves their key performance indicators (KPIs). You will train and develop your team through huddles, coaching sessions, and performance reviews. You will create performance reports, document client feedback, and manage issues that arise, including HR‑related matters. You will serve as the liaison between management and your team. Key Responsibilities for Team Lead Mentor, coach, and monitor a team of Roadside Assistance Specialists on a weekly basis; Provide weekly KPI metrics and performance reporting to the Operations Manager; Monitor and review Team Members’ KPIs through data analysis of client dashboards; Act as point of contact for on‑shift Roadside Assistance Specialists, assisting with: Safely recovering autonomous vehicles; Towing vehicles; Coordinating cross‑departmental needs; Providing shuttle services; Covering breaks; Maintain clear communication across departments; Provide continuous improvement ideas and solutions to in‑field challenges; Model the company’s Code of Conduct and set team standards through conduct, work ethic, integrity, and character; Support learning and development of Roadside Assistance Specialists. Roadside Assistance Specialist Responsibilities Maintain TaskUs’s high standard of safety inside and outside the vehicle; Demonstrate situational awareness and adapt to changing environments; Communicate courteously with management, engineers, and the public; Operate or drive in single/dual driving mode for 6‑8 hours a day, 5 days a week, and sit for long periods as required; Respond quickly to changing and high‑pressure environments; Work individually or in small groups of 2‑10 people; Monitor multiple software systems continuously; Provide concise, clear, and accurate verbal and written feedback and complete daily reports; Interact with the public and educate them on self‑driving technology; Operate self‑driving vehicles on defined and undefined routes across varied conditions; Operate onboard data recording computers; Ride as passenger in a self‑driving vehicle when required; Safely set up driverless vehicles and recover them; Apply safety procedures during rescues of self‑driving cars; Provide excellent customer service to passengers during disembarkation and boarding onto rescue vehicles; Comply with zero‑tolerance policy regarding alcohol or drugs during shifts, including randomized drug testing; Remove stalled vehicles from streets and lanes, ensuring stabilization before removal; Coordinate with local law enforcement as needed; Respond to emergency roadside assistance calls within SLA timeframes; Drive safely to and from specified destinations, following all applicable laws and DOT regulations; Report accidents, incidents, road conditions, and traffic law compliance in real time; Perform other duties as required. Requirements Minimum 2 years of people‑management experience; Strategic thinker with strong analytical and creative problem‑solving skills; Experience providing constructive criticism and implementing corrective action plans; High‑level understanding of customer confidentiality standards and a passion for teammate development. Benefits Competitive industry salaries and comprehensive benefits packages are offered to support employee well‑being. The company prioritizes employee development, wellness, and inclusivity through various internal programs. Equal Opportunity & Diversity Statement TaskUs is a proud equal‑opportunity workplace and affirmative action employer. We celebrate and support diversity and are committed to creating an inclusive environment for all employees, customers, and partners. Reasonable accommodations are available throughout the hiring process upon request. #J-18808-Ljbffr TaskUs