Job Description

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.

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 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-starter with strong organizational and time management skills, 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:
Employees may experience the following physical demands for extended periods of time:
• Sitting, standing and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)

Work Environment:
100% Remote: Work environment is at home.

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

Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like.

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.

Protecting Your Candidate Experience
At ClearCaptions, your candidate experience matters to us. To ensure transparency and security throughout the hiring process, please keep the following in mind:
• All legitimate ClearCaptions job openings are posted exclusively on this careers page.
• Our recruiters will only contact you from verified @clearcaptions.com email addresses.
• We will never offer a job through LinkedIn messages or any social media platform.
• We will never ask for sensitive personal information (like banking details or Social Security numbers) during early stages of the hiring process.
We encourage all applicants to stay vigilant against online job scams, especially those that misuse company names or logos to appear legitimate. If you receive a message that seems suspicious or doesn’t follow these guidelines, please don’t engage. You’re welcome to verify any opportunity by reaching out to us directly at recruiting@clearcaptions.com.
We’re committed to a hiring process that is respectful, secure, and clear every step of the way.