Installation Coordinator Team Lead (100% Remote)

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 also 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 we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
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.


Position Summary:
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.

Schedule: This role requires night and weekend availability.

What you will do:
• 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.
• Serves 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.
• Provides adjunct oversight of IC communication platforms such as internal inboxes and leadership communication channels to support timely and accurate communication.
• Contributes to the evolution of installation SOPs and supports change management efforts through communication, feedback, and frontline insight.
• Actively monitors for vendor and internal system outages and escalates these to field service and department management for resolution.
• Works in collaboration with Supervisor(s) to track, interpret and report on team productivity using established KPIs; offering directional and executions support on continuous improvement efforts.
• Reviews and approves final-tier counter-offers related to field work orders, balancing cost efficiency with customer satisfaction.
• Performs 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.
• Provides hands-on support in scheduling duties when volume surges or staffing thresholds require additional coverage.
• Delivers supplemental onboarding and coaching for IC team to uphold service and quality standards.
• Perform other related duties as assigned.

Qualifications:
• 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 t