Customer Care Team Lead at Transition Home Healthcare

Orem, Utah, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Jul, 26

Salary

60000.0

Posted On

15 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Coaching, Customer Service, Performance Management, Communication, Problem-solving, Call Monitoring, Operational Execution, Staffing, Scheduling, Quality Assurance, Data Analysis, Recruiting, Conflict Resolution, Mentoring

Industry

Description

Taking care of people is at the heart of everything we do, and that starts with our team. Mira Home exists to create peace of mind for your home, while nurturing a team where people grow, flourish, and become more than they thought possible. We are looking for a driven leader who is passionate about delivering exceptional customer care and developing high performing teams. As a Customer Care Team Lead, you will play a critical role in guiding and supporting our Customer Care Specialists while ensuring every customer interaction is personalized, efficient, and impactful. Your leadership will foster a culture of accountability, growth, and customer-first care, ensuring every customer feels supported, informed, and confident in their decision to be part of the Mira Family, and every team member is growing into their full potential. Pay & Benefits Base Pay: $50,000-$60,000 Salary (based on experience) Bonuses on top of Salary Additional Benefits: Health Savings Account (HSA) Health, Dental, and Vision Insurance 401K Paid Time Off HQ Building Perks Bonuses on top of Salary How You Win in This Role Communication Set clear expectations for performance, behavior, and standards Communicate the “why” behind goals and initiatives Create clarity that enables your team to execute with confidence Address challenges directly and constructively Development Lead weekly 1 on 1s focused on: Building trust Celebrating success Coaching behaviors (not just results) Creating belief and accountability Spend significant time listening to calls and coaching performance Identify and develop future leaders Focus on unlocking performance in mid-level performers Alignment Align your team with Mira’s mission, values, and standards Partner cross-functionally to deliver a seamless customer experience Ensure consistency in how we serve and communicate with customers Innovation Identify and implement improvements in: Processes Training Customer experience Encourage new ideas and challenge assumptions Contribute to building a better, more effective Care Center Leading People Bring energy, positivity, and presence every day Start and end each day with intentional engagement and recognition Build belief, accountability, and a culture of growth Take care of your people so they can take care of our customers Your Role in Action The Customer Care Team Lead serves as both a leader and operational driver, ensuring strong team performance and a world-class customer experience. Team Leadership & Coaching Lead, coach, and support Customer Care Specialists to drive performance and accountability Conduct regular call monitoring and deliver actionable feedback Facilitate weekly 1 on 1 coaching sessions Support onboarding, training, and ongoing development Recognize and reward performance and growth Customer Experience & Quality Ensure every interaction is caring, intentional, and solution focused Reinforce Specialist responsibilities Handle escalated customer concerns with professionalism and ownership Operational Execution Oversee daily operations across all customer interactions Assist with staffing, scheduling, and workload balancing Monitor queues and real-time performance to meet service levels Ensure accurate documentation in internal systems Performance Management Monitor and manage team performance across key metrics: Service Level (SLA) Average Handle Time (AHT) Quality Assurance (QA) Customer Satisfaction (CSAT) Schedule adherence Coach to both skill and will depending on performance gaps Create follow-up plans and hold accountability Business Ownership & Accountability Participate in weekly and monthly reporting meetings Track team performance trends and identify opportunities Proactively communicate risks, gaps, and wins Take ownership of team results and development Cross-Functional Collaboration Partner with Sales, Field Operations, and Retention teams Ensure proper feedback loops communication Drive alignment across departments Hiring & Team Building Support recruiting, phone screens, and interviews Hire for: Energy Communication Coach-ability Team mindset Build a team of high-performing, growth-oriented individuals What You Bring to the Table 2+ years of customer service experience (or equivalent) 1+ year of leadership or supervisory experience preferred Strong leadership and coaching skills Commitment to honest, high-quality customer service Passion for team development and customer satisfaction Ability to manage multiple priorities in a fast-paced environment Strong communication and problem-solving skills Alignment with Mira Values United – Builds strong, collaborative teams Caring – Leads with empathy and genuine care Intentional – Acts with purpose and clarity Transformative – Develops people and drives growth

Responsibilities

The Customer Care Team Lead is responsible for coaching and developing a team of specialists to ensure high-quality, personalized customer interactions. They also oversee daily operations, including scheduling, performance monitoring, and cross-functional collaboration to meet service level goals.