Installation Coordinator Team Lead (100% Remote)

About Us

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers and continually strive to exceed their expectations.

The Kind of People We Look For

• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment
• Innate problem solvers who want to grow in a flexible, collaborative culture
• Takes initiative, pushes boundaries, motivated to innovate
• Individuals with a growth mindset who want to use their learning and relationship-building skills
• Align with our company core values: Integrity, Accountability, Collaboration, Service, and Quality

About the Role

The Installation Coordinator Team Lead acts as an operational resource and tactical support to the Installation Coordinator (IC) team. This role supports the day-to-day execution of field work order management, communication flow, and scheduling processes while providing guidance, escalation support, and peer leadership to drive successful installations. The Team Lead partners closely with Supervisor(s) to ensure smooth operations, high team performance, and adherence to golden installation standards. This is a Remote/Work from Home position reporting to the Installation Coordinator Supervisor.

Responsibilities

• Collaborates with ICs to manage the lifecycle of field work orders—including routing, handling exceptions, resolving issues, and obtaining necessary approvals—to ensure installations are completed on time and to quality standard
• Act as operational SME to Installation Coordinators and Sr. Installation Coordinators
• Assist Supervisor(s) in coordinating and distributing daily, recurring, and ad hoc assignments to ICs and Sr. ICs, ensuring workload balance and operational continuity
• Serve as the initial point of contact for IC team regarding operational questions, system issues, and process clarifications; escalates matters as appropriate to Supervisors or management
• Provide adjunct oversight of IC communication platforms such as internal inboxes and leadership communication channels to support timely and accurate communication
• Contribute to the evolution of installation SOPs and support change management efforts through communication, feedback, and frontline insight
• Actively monitor for vendor and internal system outages and escalate these to field service and department management for resolution
• Work in collaboration with Supervisor(s) to track, interpret, and report on team productivity using established KPIs; offering directional and execution support on continuous improvement efforts
• Review and approve final-tier counter-offers related to field work orders, balancing cost efficiency with customer satisfaction
• Perform end-of-day "sweeps" and other review mechanisms to monitor completion of ICs’ tasks, providing additional visibility into team productivity and identifying any performance concerns
• Provide hands-on support in scheduling duties when volume surges or staffing thresholds require additional coverage
• Deliver supplemental onboarding and coaching for IC team to uphold service and quality standards
• Perform other related duties as assigned

Requirements

• High School diploma or equivalent; continued education is a plus
• Minimum 2 years of experience in frontline staff coordination, dispatch, or operations support, with demonstrated knowledge of field operations and scheduling systems
• Exceptional customer service skills
• Demonstrated experience in SOP adherence and supporting process standardization
• Experience in coaching and mentoring individuals and teams
• Experience in leading team meetings, training sessions, and guiding teams on work processes and standards
• Excellent verbal and written communication skills, presentation, and problem-solving skills
• Self-starter with strong organizational and time management skills, attention to detail, analytical and problem-solving savvy when given limited information
• Self-directed and able to handle multiple priorities with demanding timeframes
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality
• Reliable and predictable attendance
• Willingness and ability to work flexible hours
• Proficiency with workforce management systems, scheduling tools, and performance dashboards
• Familiarity with CRM and scheduling platforms preferred
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)

Physical Demands

• Sitting, standing, and walking (95-100%) for extended periods of time
• Keyboarding (70-90%) for extended periods of time
• Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%) for extended periods of time

Work Environment

100% Remote: Work environment is at home.

Schedule

This role requires night and weekend availability.

Pay

$26.00 to $30.00/hr plus, determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs.

Benefits

For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.