Customer Service Team Lead

Providing oversight for daily operations, the full-time remote Customer Service Team Lead for the Short-Term Rental (STR) Program will supervise Customer Service Representatives, ensure compliance with program policies, and act as the primary escalation authority for complex inquiries. Key responsibilities Supervise Customer Service Representatives and ensure adherence to program policies and performance standards Operate a national customer support center, responding to inquiries via telephone, email, and electronic communication Assist with records management and create reports using government databases and query tools Required qualifications Bachelor's degree preferred, or extensive relevant professional experience in lieu of formal education 7-10 years of experience in customer service, logistics operations, or call center environments with supervisory experience Proficiency in Microsoft Office, particularly Excel, and Adobe Acrobat Experience navigating federal systems such as SAM.gov and FPDS.gov Experience working with rental car, fleet, or equipment rental agencies