Client Care Lead

Scott Home Inspection is Denver’s trusted name in residential and commercial property inspections. We’ve built our reputation on thoroughness, same-day reporting, and genuinely taking care of the real estate agents and homeowners who count on us. As part of Launchpad Home Group, the largest home inspection company in the country, we combine the feel of a local, community-focused brand with the resources and support of a national organization. The Denver market is competitive, fast-moving, and full of real estate professionals who have options. Our client care team is a big reason they keep choosing us. ABOUT THE ROLE This is a remote leadership role built for someone who takes ownership, not someone who waits to be told what to do. As the Client Care Team Lead for Scott Home Inspection, you’ll be the day-to-day leader of our Denver client care operation, working closely with the Director of Client Care to make sure every interaction our team has with a real estate agent, buyer, or seller reflects the standard Scott Home Inspections is known for. You’ll coach your team, manage the scheduling operation, handle escalations, and keep the quality bar high - all from a remote setup that requires strong communication, sharp organization, and the ability to lead without being in the same room. If you’re the kind of person who builds trust with your team quickly, holds a high standard without micromanaging, and genuinely loves helping clients, this is your role. WHAT YOU’LL DO Client & inspector support: Serve as the primary point of contact for client and inspector communications - managing inbound and outbound calls, emails, and texts for quotes, scheduling, and report inquiries specific to the Denver market. Quality control: Review inspection orders and client communications for quality and accuracy before they go out. You’re the last check before it hits the client. Scheduling & operations: Own the scheduling process for the Denver market - optimizing inspector availability, managing booking flow, and keeping accounts receivable on track. Team leadership: Train, coach, and support your Client Care Admin team daily. You know what good looks like, and you bring your team there. Continuous improvement: Build and refine training materials, SOPs, and procedures as Scott Home Inspection grows and evolves. Escalation management: Handle escalated client situations with professionalism and a solutions mindset - turning a frustrated client into a loyal one. Leadership partnership: Collaborate with the Director of Client Care on performance metrics, team development, and reporting. You’re a partner, not just a direct report. WHAT WE’RE LOOKING FOR You don’t need a background in home inspection. You need a background in leading client-facing teams and caring about the outcome. Here’s what we’re looking for: 2+ years in a customer service, client care, or call center environment, with at least 1 year in a lead, senior, or supervisory role. Proven ability to lead a remote or distributed team effectively. You know how to stay connected with your people when you’re not in the same building. Experience with scheduling software, CRM platforms, or client management tools. You’re not intimidated by new systems. A coaching mindset - you develop your team, not just manage them. Your reps get better because of you. Strong written and verbal communication skills, with a professional and warm tone across all channels. Highly organized and detail-oriented. You catch things before they become problems. Comfortable in a fast-paced environment where priorities shift, and you have to pivot without losing momentum. Proficiency in Google Suite (Docs, Sheets, Gmail, Calendar). BONUS POINTS Prior experience in home inspection, real estate, property management, or a related home services field. Call center team lead or supervisor with experience and working knowledge of KPIs such as CSAT, FCR, AHT, and schedule adherence. Familiarity with the Denver real estate market and the pace at which Colorado transactions move. Experience building or overhauling onboarding and training programs. Familiarity with Spectora or similar inspection scheduling software. WHAT WE OFFER A fully remote role - work from home while supporting one of Denver’s most respected home inspection brands. Full benefits package, effective 30 days after your start date. 401(k) with employer match up to 2%. A company that promotes from within and invests in developing its people. The feel of a local team with the backing of a national organization - you get the best of both. A director who has your back and wants to see you grow. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr AJF Inspections