Moving Help Team Leader

Moving Help Team Leader

To ensure a fair and consistent evaluation process, candidates are expected to complete all interviews and assessments independently and without the use of artificial intelligence tools (including AI-generated responses, prompts, or real-time assistance). Use of AI throughout the application and recruiting process may result in removal from consideration. Our goal is to get to know your authentic experiences, communication style, and problem-solving approach.

This position will be on-site in Phoenix, Arizona.

Join the Moving Help team and play a leadership role in shaping the customer experience. This position is ideal for someone who thrives in a fast-paced environment, leads confidently in real time, and is energized by solving problems and improving processes.

As a Team Leader, you will support frontline agents, guide decision-making, and help ensure customers receive clear, fair, and timely resolutions across phone, chat, and email channels.

Pay Rate: $18/hour

Key Responsibilities

• Lead and support a team of customer service agents across phone, chat, and email
• Provide real-time guidance to agents navigating customer issues and resolutions
• Assist with escalated customer concerns and disputes
• Identify trends, issues, and opportunities for improvement
• Document and escalate programming bugs, operational gaps, and recurring concerns
• Foster a collaborative, solution-focused team environment
• Contribute to continuous improvement of customer experience and internal processes

Qualifications

• Ability to lead and support others in a live-service environment
• Strong communication and interpersonal skills
• Calm and steady decision-making under pressure
• Proactive mindset with a focus on solutions
• Ability to identify patterns and recommend improvements
• Previous customer service experience required

Preferred Qualifications

• 2+ years of customer service experience
• Experience handling inbound and outbound calls
• Experience with email and chat-based customer support
• Familiarity with dispute resolution
• Proficiency in Microsoft Excel and Word

What Success Looks Like

• Agents feel supported and confident in decision-making
• Escalations are handled efficiently and professionally
• Issues are surfaced early and resolved quickly
• Customer experience improves through better consistency and outcomes

U-Haul Offers:

• Medical insurance
• Prescription drug plans
• Dental & Vision plan with hearing care discounts
• Onsite medical clinic for team members and eligible family members
• New indoor fitness gym (Midtown Phoenix campus)
• Get Fit Gym Reimbursement Program
• Registered Dietitian Program
• WeightWatchers
• CVS Virtual Care
• U-Haul Kids Program
• 24-Hour Nurse Line
• Wellness Program (Healthier You initiatives & challenges)
• Mindset App Reimbursement
• Pet Insurance & Wellness plans
• Career stability
• Opportunities for advancement
• Valuable on-the-job training
• Tuition Reimbursement Program
• Free online courses for personal and professional development at U-Haul University
• 401(k) Savings Plan
• Employee Stock Ownership Plan (ESOP)
• Company-paid life insurance
• Voluntary life insurance options
• Short-Term and Long-Term Disability
• Critical Illness, Accident & Hospital Indemnity plans
• Business & business travel insurance
• MetLaw Legal Program
• MetLife Auto & Home Insurance
• LifeLock Identity Theft Protection
• Dave Ramsey's SmartDollar Financial Wellness Program
• U-Haul Federal Credit Union
• Paid holidays, vacation, and sick time
• You Matter Employee Assistance Program (EAP)
• Discounts on cell phone plans, hotels, computers, vehicles & more
• Community involvement & volunteer opportunities
• U-Haul Mothers Program (Paid maternity leave)

U-Haul is an equal opportunity employer. All applications for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state, or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.