{"id":2090876,"url":"https://alion.io/job/sendaride-contact-center-lead","title":"Contact Center Lead","company":{"id":3791703,"name":"SendaRide","domain":"sendaride.com","url":"https://alion.io/company/sendaride","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":{"label":"CST","utc_offset_min":-6,"utc_offset_max":-6},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":16,"max":19,"currency":"USD","period":"hour","gross":null,"usd_annual":38000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-10-08T11:06:09Z","employer_posted_date":null,"last_verified_at":"2026-10-08T11:06:09Z","board_verified":false,"closed_at":null,"days_open":14,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":14},"description":"At SendaRide, we're revolutionizing non-emergency medical transportation, and we’re just getting started. We’re looking for a passionate Care Center Team Lead to join our growing team and make a real impact.\nWe are driven by a mission to make a difference through reliable and compassionate transportation, ensuring access to essential healthcare for those we serve. Our services play a vital role in improving health and quality of life by ensuring riders can attend critical medical appointments and access necessary services.\nThe Care Center Lead is a hands-on frontline leader who supports Representatives with real-time guidance, coaching, escalations, and problem-solving while helping the team meet service and operational goals. The Lead also serves as a subject matter expert, monitors performance, and partners cross-functionally to resolve issues and improve the overall Care Center experience.\nWhat We Offer\nFull-time schedule: Monday - Friday, 9:30 am - 6:30 pm or 10:00 am - 7:00 pm CST, with occasional weekend availability as needed.\n\nA front row seat at a fast-paced start up experiencing explosive growth\n\nAn opportunity to be a part of a team that values achievement, collaboration, and passion.\n\nGrowth Opportunities: As a startup, we offer the unique opportunity to gain hands-on experience across multiple facets of the business. The effort and initiative you put in will directly translate to your personal and professional growth.\n\nCompensation$16 -$19 per hour\n100% Remote\nPaid Time Off\n401K with 4% employer matching\nMedical Benefits\nEssential FunctionsProvide real-time guidance, coaching, and support to Care Center Representatives.\n\nMonitor queues, staffing, workloads, service levels, and operational priorities.\n\nResolve complex rider, Guide, client, and operational escalations.\n\nSupport training and reinforce knowledge of systems, processes, and client requirements.\n\nMonitor team performance and key metrics, identifying trends and opportunities for improvement.\n\nAssist with quality reviews, audits, reporting, and process improvements.\n\nCommunicate performance, attendance, coverage, and operational concerns to Care Center management.\n\nProvide frontline Care Center support when needed.\n\nWhat Success Looks LikeConsistently supports achievement of service levels, productivity, quality, and client SLAs.\n\nIdentifies and resolves operational issues quickly and effectively.\n\nProvides timely, actionable coaching that helps team members succeed.\n\nHandles escalations with sound judgment, urgency, and professionalism.\n\nCompletes assigned reporting and quality responsibilities accurately and on time.\n\nProactively identifies opportunities to improve service, efficiency, and team performance.\n\nQualifications2+ years of call center, customer service, dispatch, or similar operational experience\n\nLead, SME, trainer, or call center leadership experience preferred\n\nExperience in a fast-paced, metrics-driven environment\n\nExperience with customer service and/or dispatch systems\n\nProficiency with Microsoft Office, including Teams, SharePoint, and Excel\n\nHigh-speed internet and a quiet, dedicated workspace\n\nOther Duties\nProtected Health Information (PHI): This position may have access to PHI and will be required to maintain HIPAA standards related to patient confidentiality.\n\nThis position will have access to sensitive information and will be required to maintain confidentiality and adhere to established privacy and security policies, reflecting our commitment to ethical conduct and accountability. \n\nOriginally posted on Himalayas","description_format":"text","description_chars":3574,"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":["Growth opportunities"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-08T14:28:00Z"}],"visa":[],"liveness":{"score":16,"band":"cold","label":"Long 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