Team Lead – Customer Support for Learning and Development

We are hiring for a Team Lead to support remote Phone Support operations for one of Upworks enterprise clients in the education space. The project will require coordination across a team and is expected to last more than 6 months.

Rate: $20.00 per hour
Location: Remote
Employment Type: FullTime

The Team Lead is responsible for supervising a team of remote enrollment and support specialists ensuring daily operational performance supporting hiring efforts and contributing to process improvements. This role balances team leadership scheduling optimization and stakeholder engagement to help meet service level agreements (SLAs) and key performance indicators (KPIs).

Responsibilities

• Team Leadership & Hiring
• Supervise and coach a team of enrollment and support specialists.
• Conduct regular checkins huddles and performance reviews.
• Support onboarding training and interviewing of new team members.
• Operational Oversight & Workforce Management
• Manage task execution workflow priorities schedules and staffing adjustments.
• Monitor realtime adherence productivity and attendance.
• Identify operational blockers and collaborate on solutions.
• Stakeholder Engagement
• Serve as a liaison between the team and other stakeholders.
• Support escalated issues with families students or partners when necessary.
• Process Improvement and Reporting
• Identify process inefficiencies and recommend solutions.
• Report on team performance and staffing capacity using datadriven insights.
• Ensure compliance with applicable policies and regulatory standards.

Qualifications :

• Education and Experience
• 2 years of experience in a team lead supervisory or senior specialist role.
• Prior experience in virtual education customer service enrollment or support functions is strongly preferred.
• Experience leading remote teams and contributing to workforce planning or operational execution.
• Skills and Competencies
• Strong leadership coaching and performance management skills.
• Excellent communication and interpersonal abilities in a remote work setting.
• Familiarity with workforce management principles (scheduling adherence tracking capacity planning).
• Proficiency in CRM and task/project management platforms (e.g. Salesforce Asana).
• Analytical and detailoriented mindset with strong organizational skills.
• Adaptability to thrive in a fastpaced evolving environment.

Technical Requirements

• Proficiency with Microsoft Office Suite (Outlook Word Excel PowerPoint).
• Highspeed internet connection: Minimum 50 Mbps download 10 Mbps upload; Ethernet connection preferred (no satellite DSL wireless or dialup).
• As noted above individuals selected for this role will be employed by a thirdparty Employer of Record (EOR) while working on the project.  Employees of the EOR may be eligible for benefits through the EOR including any legally mandated employee benefits as well as the opportunity to sign up for other voluntary benefits the EOR may offer.  If selected the EOR will provide details on all available benefits.
• Please note that the EOR may run a criminal background check on a candidate after a conditional offer of employment is made. Qualified applicants with arrest or conviction records will be considered in accordance with applicable law including the California Fair Chance Act and local Fair Chance ordinances.

Remote Work :

Yes

Employment Type :

Contract