Care Team Shift Lead - All Shifts

The Care Team Shift Lead is a senior-level Customer Support Agent who helps the team operate smoothly during their assigned shift by acting as a point of support for real-time questions and decision-making. This role does not manage people and does not own processes, but helps agents move work forward by providing clarity on internal workflows, resolving day-to-day blockers, and identifying recurring issues or “weird” situations that should be reviewed by the Customer Support Manager. This role is a trusted advisor to specialists on the customer care team. The Care Team Shift Lead supports consistency, reduces delays, and helps bridge communication gaps within the Customer Support department. Key Responsibilities Shift Support & Agent Enablement Serve as a go-to resource for agent questions during assigned shift coverage Provide guidance on internal workflows, support standards, and best-practice decisions Help agents resolve day-to-day blockers related to internal processes, routing, or support expectations Reinforce consistency in how support situations are handled across the team Decision Support Help agents make confident decisions in gray-area scenarios using existing documentation and standards Clarify how current SOPs and known workflows should be applied Recognize when an issue needs leadership review and escalate it appropriately Technical Support Assist with technical questions when the answer is known or easily accessible Help validate troubleshooting steps or point agents to the right internal resources Advise specialists when technical issues need escalation to the Complex Care team when they require deeper investigation or fall outside role scope (Note: This role is not a dedicated technical escalation role and is not required to provide advanced technical support.) Daily Operations Support Help keep tickets and conversations/chats moving by reducing internal delays and preventing work from stalling Spot patterns in recurring customer issues, internal confusion points, and workflow friction Support cross-team clarity by bridging gaps between “what’s expected” and “what’s happening” during the shift Feedback Loop & Issue Tracking Maintain a running list of recurring issues, unclear workflows, edge cases, and process concerns Share summaries and examples with the Customer Support Manager for review and resolution Recommend improvements when appropriate, without owning implementation or long-term process maintenance Schedule / Coverage Expectations Provides shift coverage as assigned Maintains responsiveness to internal questions during coverage windows Carries an active ticket workload while supporting team needs during the shift Success Metrics Guidance given per day Responses per day Quality Score Knowledge base contributions Escalation Rate Escalation return rate CS workflow Improvement contributions Key Skills Workflow interpretation and decision support Cross-team communication and issue summarization Strong ticket handling and prioritization Calm problem-solving and consistency Attention to detail and follow-through Strong pattern recognition skills Qualifications 1–3+ years of customer support experience (or equivalent internal experience) Strong understanding of customer support workflows, tools, and internal standards Excellent written communication and sound judgment under pressure Ability to explain unclear situations in a clear, supportive, and actionable way Organized, detail-oriented, and proactive in identifying patterns and issues Trusted by peers and able to influence without formal authority Location Remote Department Customer Support Employment Type Remote, Full Time Minimum Experience Mid-level Compensation Location dependent