Role Overview

We are seeking an experienced Contact Center Manager to lead and scale a remote customer support operation for a U.S.-based home services organization. In this hands-on role, you will oversee day-to-day performance, manage a team of CSRs and Dispatchers, and transition a small support team into a high-performing centralized center supporting nationwide franchise locations.

Schedule: Full-time (40 hours a week) Mon-Fri Flexible during PST hours 6am-8pm

Responsibilities

• Team Leadership: Manage, coach, and develop a remote team of CSRs and Dispatchers; build a future leadership pipeline (Team Leads).
• Daily Operations: Oversee daily voice, email, SMS, and chat operations to ensure consistent service across all franchise locations.
• Performance & KPIs: Monitor and improve key metrics including service levels, response times, QA, productivity, and CSAT.
• Process Optimization: Develop and document SOPs, workflows, and quality standards to support rapid scaling.
• Workforce Management: Handle capacity planning, scheduling, staffing, and onboarding as the team grows.
• Escalations & Insights: Act as the primary point for complex customer issues and analyze performance data to drive efficiency.

Requirements

• Experience: 5+ years in contact center operations, with 2+ years leading remote/distributed teams. Must have hands-on customer service experience.
• Industry Knowledge: Experience in home services or field services (e.g., HVAC, plumbing, ServiceTitan/HouseCall Pro ecosystems) is highly preferred.
• Skills: Strong workforce management, KPI reporting, QA, and problem-solving abilities.
• Communication: Excellent English (written/verbal); Russian proficiency is a plus.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations