ICS Team lead

CLEAResult • TX

113d • $20 - $22

About The Position

This position is remote and can be located anywhere where posted. We are looking for a talented individual to join our team as an ICS Team Lead supporting our Integrated Customer Services team. You’ll serve as the first line of support for customer escalations and Specialist questions while helping ensure we meet program deliverables and internal KPIs. This role is part leadership, part coaching, and always focused on people and process improvement.

Requirements

• Experience leading or coaching a team in a contact center or customer service environment
• Strong communication and performance-monitoring skills
• Comfort handling escalated calls, reviewing QA metrics, and guiding real-time decisions
• Commitment to safety, service quality, and operational excellence
• Confidence navigating customer service platforms and reporting tools
• High School Diploma or GED (required)
• 3–5 years in customer service and/or data entry
• Strong keyboarding and data accuracy skills
• Demonstrated ability to manage multiple tasks in a fast-paced environment
• Experience with Microsoft Office suite
• Excellent listening, verbal, and written communication skills
• A resilient, energetic, and resourceful mindset

Nice To Haves

• Previous experience as a team lead, SME, or senior rep is a plus
• Bilingual (English/Spanish) a plus
• BPI Certificate of Knowledge preferred

Responsibilities

• Monitor real-time staff performance and take steps to ensure KPIs are met
• Serve as first-line support for Specialist questions and escalated customer issues
• Complete quality reviews and follow QA processes
• Support new process rollouts and ensure team adoption through knowledge checks
• Provide ad hoc training and coaching as needed
• Use internal chat systems to support live operations
• Collaborate with the Supervisor to execute day-to-day team operations
• Submit and track IT issues on behalf of the team
• Report attendance issues and exceptions to Workforce Management
• Foster a team-oriented culture rooted in kindness, transparency, and performance

Benefits

• Medical, Dental, and Vision Insurance
• Company-paid health care concierge service
• 401(k) with company match
• Paid vacation, sick, personal and parental leave time
• Paid Volunteer Time
• Employee Recognition Program
• Employee Assistance Program
• Access to on-demand training courses

What This Job Offers

• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees