{"id":2602518,"url":"https://alion.io/job/acd-connect-support-services-team-lead","title":"Support Services Team Lead","company":{"id":3861045,"name":"ACD Connect","domain":"acdconnect.com","url":"https://alion.io/company/acd-connect","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"EST","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":20,"max":20,"currency":"USD","period":"hour","gross":null,"usd_annual":40000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-15T05:53:47Z","employer_posted_date":null,"last_verified_at":"2026-10-15T05:53:47Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"Schedule:All applicants must be available to workMondays -Fridays 1:30 PM-10 PM EST/ 11am -8pm EST with rotating weekends. (required shift) \nWhat do we do?ACD Connect. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.\nWhat will you do?As a Team Lead, you are responsible for performing a wide range of administrative tasks and utilize superior customer service skills. The Support Services Team Lead manages and provides essential assistance to our team of support specialists. Primary duties include managing, training employees, and ensuring the Client SLAs are always met. and performing other duties as necessary to ensure client and organizational satisfaction.\nTrainingThe schedule for training will be in the afternoon 9am -5pm EST Monday-Friday for 1 month. Once the month of training ends permanent schedule will be :\n\nMondays -Fridays 1:30 PM-10 PM EST/ 11am -8pm EST with rotating weekends. (required shift)\n\nSchedule required is 40 hours per week\n\nResponsibilities\nOversee an assigned team of 10–20 Support Specialists, including daily workflow, ticket queues, call volumes, shift coverage, attendance, and schedule adherence.\n\nServe as the Subject Matter Expert (SME) for the client account and ensure the team meets established SLAs and client expectations.\n\nAssist with team scheduling to ensure appropriate shift coverage and operational continuity.\n\nServe as the first point of contact for complex customer and operational escalations and partner with the Account Manager when additional escalation is required.\n\nProvide phone and email support during downtime or when additional coverage is needed.\n\nConduct regular 1-on-1 coaching, performance reviews, and skill development with team members; provide documented coaching when performance or conduct concerns arise.\n\nWork closely with the Quality Assurance Specialists and agents responsible for QA reviews to review quality trends, support calibration, identify performance gaps, and coordinate coaching or retraining.\n\nAssist with onboarding, orientation, training, and ongoing development of Support Specialists.\n\nCreate and update Knowledge Base Articles and other operational documentation as needed.\n\nPrepare daily and weekly operational metrics, shift summaries, and status reports for the Account Manager.\n\nIdentify operational issues and recommend process improvements through designated processes.\n\nAttend client meetings, as needed, and maintain strong knowledge of client processes, systems, and requirements.\n\nFollow company policies, SOPs, client requirements, and established operational procedures.\n\nMaintains regular shift integrity for (Opener, Midday, or Closer) to manage time-sensitive shift-start and shift-end operational responsibilities (agent touchpoint goals and prevent client coverage gaps).\n\nPerform other leadership duties, audits, and operational projects as assigned\n\nWhat does it take?\n6 months of leadership, supervisory, or senior agent support experience in operations or customer service.\n\nDemonstrated ability to lead team workflows, manage competing priorities, and resolve escalations.\n\nStrong written communication, documentation, and customer service skills.\n\nHigh level of professionalism, discretion, and sound judgment.\n\nAbility to work independently and lead team members in a remote environment.\n\nProficiency with Microsoft Office,, virtual/telephony platforms, &applicable client systems.\n\nExperience in a BPO, call center, virtual contact center, or similar environment preferred.\n\nUSB Headset\n\nWebcam - All training is 100% on camera\nLaptop or PC (No tablets/Chromebooks/Macs)\nReliable Broadband internet connection with at least 35 Mbps download capacity and 10 Mbps upload capacity.\n\nAll Agents must meet the technical system requirements necessary to perform the essential functions of the position. Our systems are not compatible with MacBooks, Apple devices, Chromebooks, or tablets. This position requires the use of a personal desktop or laptop running a Windows operating system, Microsoft Office Products with compatibility for HP platforms and software.\n\n>>>>> Due to our current state contracts, we are unable to hire INTERNATIONALLY and in these states at this time: CT, CO, MA, DE, DC, NJ, NY, CA, OR, MT, MN, AR, ID, WY, WA, AK, HI, PR\nAll applicants applying from these states or internationally unfortunately cannot be considered.\nHow will we support you?- Remote Work – No commute time to the office\n- Benefits:\nMedical/Vision and Dental Insurance\n\nFlexible Spending Account / Health Savings Account\n\nPersonal Accident Insurance\n\n401(k)/Roth retirement plans with matching\n\nTiered PTO based upon length of employment\n\nEmployee Assistance Services for Mental Health/Substance Abuse/Counseling resources\n\nEarn up to approximately 2 hours of PTO earned per pay period and begin using after 90 days of employment\n**ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law.\nSalary: 20Originally posted on Himalayas","description_format":"text","description_chars":5636,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Wyoming","iso":null,"kind":"city"},{"name":"New Jersey","iso":null,"kind":"city"},{"name":"Alaska","iso":null,"kind":"city"},{"name":"Massachusetts","iso":null,"kind":"city"},{"name":"Arkansas","iso":null,"kind":"city"},{"name":"Connecticut","iso":null,"kind":"city"},{"name":"Delaware","iso":null,"kind":"city"},{"name":"Minnesota","iso":null,"kind":"city"},{"name":"Washington","iso":null,"kind":"city"},{"name":"New York","iso":null,"kind":"city"},{"name":"Oregon","iso":null,"kind":"city"},{"name":"District of Columbia","iso":null,"kind":"city"},{"name":"Colorado","iso":null,"kind":"city"},{"name":"Montana","iso":null,"kind":"city"},{"name":"Hawaii","iso":null,"kind":"city"},{"name":"California","iso":null,"kind":"city"},{"name":"Idaho","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-15T08:28:45Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["seen:0","win:early"],"computed_at":"2026-10-16T05:45:00Z"},"pay":{"stated_usd_annual":40000,"is_top_pay":false},"html_url":"https://alion.io/job/acd-connect-support-services-team-lead","json_url":"https://alion.io/job/acd-connect-support-services-team-lead.json","meta":{"generated_at":"2026-10-16T15:38:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"assistant_verified","counted_by":"address","units_charged":1,"used_today":2902,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3861045},"rest":"https://alion.io/mcp/rest/get_company?id=3861045"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Facd-connect-support-services-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Facd-connect-support-services-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Facd-connect-support-services-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/acd-connect-support-services-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Facd-connect-support-services-team-lead"}]}