Team Lead (License & Title)
About The Position
The Team Lead provides day-to-day operational leadership and coaching to the L&T team, ensuring productivity, quality, SLAs, and business priorities are met. This role coordinates workflow and workload, supports onboarding and training, serves as a subject matter resource and first point of escalation, and assists with complex transactions and county issues. The Team Lead oversees accurate and timely vehicle title and registration processing, monitors reports and ETAs, coordinates priority requests, identifies processing trends, and communicates updates, delays, and regulatory changes to stakeholders and senior management.
Requirements
- This position requires a High School Diploma or equivalent.
- 3-5 years of experience in customer service required.
Nice To Haves
- Prior experience in a lead, supervisory, or mentoring capacity preferred.
- Previous experience in the automotive, transportation, fleet management, title and registration, or related industry preferred.
- Previous experience with vehicle title and registration policies and procedures is preferred.
- Proficient in Microsoft Office programs, strong Excel, and other general office equipment.
- Ability to proactively research and resolve problems.
- Organized thinker with exceptional attention to detail.
- Excellent communication skills, both verbally and in writing.
- Ability to effectively organize and prioritize work as well as concentrate on multiple tasks simultaneously.
- Ability to display a positive attitude and be a team player.
- Ability to build strong client relationships and deliver exceptional customer service.
- Ability to collaborate effectively with cross-functional teams and external partners.
- Ability to provide guidance, support, and process knowledge to team members.
- Ability to balance multiple priorities, meet deadlines, and support team performance goals.
- Ability to interpret and apply state-specific titling and registration requirements.
- Ability to identify trends, communicate challenges, and recommend process improvements.
- Ability to maintain professionalism and composure when handling customer-impacting issues and escalations.
- Ability to build positive working relationships with internal teams, partners, and customers.
Responsibilities
- Lead, coach, and develop team members through day-to-day operational guidance and support.
- Monitor team productivity, quality, SLAs, and processing performance; follow up on reports and ETAs.
- Manage daily workflow and workload distribution to meet business priorities.
- Train team members on operational processes, state requirements, and procedures; assist with onboarding and training.
- Serve as the first point of escalation for employee questions, county issues, and complex transactions.
- Oversee accurate and timely processing of vehicle titles, registrations, transfers, and related documentation.
- Review processing rejections, provide feedback, and identify trends or errors for escalation to senior management.
- Coordinate priority requests and communicate processing updates, delays, and regulatory changes to stakeholders.
- Foster a collaborative, accountable, and customer-focused work environment.
- Perform other duties as assigned and appropriate to the role.
Benefits
- Medical, Dental, and Vision
- Voluntary Life/Disability, Accident, Critical Illness, and Hospital Indemnity
- Company Paid Basic Life and Long-Term Disability
- Company Paid Time Off (PTO)
- 7 Company-Paid Holidays plus 1 Floating Holiday
- 401(k) with company match
- Tuition Reimbursement, Financial wellness resources, Retirement planning, and legal services
- Employee discount programs
- Complimentary Grubhub+ membership
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
