Call Center Lead

Role overview This remote position leads customer support for an internet, mobile wireless, and cable service provider, serving as the first point of contact for new and existing customers seeking connectivity guidance. The role is based anywhere in the United States and supports a 24/7 operation with shift bidding across weekdays and weekends. The hourly compensation is $16-18, with eligibility for an annual bonus.

Responsibilities - Guide customers through connecting devices and resolving internet, wireless, and cable service issues - Provide troubleshooting support by phone, chat, and email, maintaining a positive and empathetic customer experience - Multi-task across channels, setting priorities and managing time effectively within a CRM system - Apply knowledge of modems, routers, wireless ports, and password resets to resolve common technical problems - Adapt communication style to diverse personality types while building rapport and clarifying next steps

Requirements - Previous experience in a customer support role, ideally with phone-based troubleshooting - Strong phone and verbal communication skills with active listening ability - Familiarity with CRM systems and standard customer service practices - Ability to multi-task, prioritize, and manage time in a fast-paced support environment - Availability to work weekdays and weekends as part of a 24/7 shift-bid operation - Aptitude for troubleshooting internet connectivity issues and basic device configuration

Benefits and work setup - Hourly pay with an annual bonus structure - Paid parental leave and vacation starting at 15 days, increasing with tenure - Ten days of paid sick leave and four paid volunteer days each year - Learning and development opportunities and a competitive benefits package