Call Center Lead (Remote)

SUMMARY:

Crazy Shirts’ purpose is to create original and memorable artwork on quality products that take our customers on the endless vacation in everyday life.

The Contact Center Lead supports this purpose by serving as a working lead—balancing direct customer interactions with leadership responsibilities. This role handles customer contacts, oversees the opening shift, supports operations and reporting, and acts as a bridge between Hawaii-based leadership and mainland coverage. Colorado remote agents and the Returns Specialists will report directly into this position.

ESSENTIAL JOB FUNCTIONS:

• Perform the essential job functions of a Contact Center Agent, including handling calls, chats, emails, and social inquiries, as well as resolving escalations.
• Serve as the first point of contact for floor issues and customer escalations, ensuring timely and empathetic resolutions.
• Run the opening shift, oversee adherence to schedules, and coordinate real-time adjustments to maintain service levels.
• Provide peer coaching, reinforce training, and assist with onboarding new agents. Encourage development through best practices and knowledge sharing.
• Support daily/weekly reporting and serve as the communication link between Hawaii leadership and mainland agents.
• Encourage team morale through recognition and ongoing engagement activities that align with Crazy Shirts’ values of Integrity, Teamwork, Trust & Respect, and Performance Excellence.
• Provide daily oversight and support for the Remote Contact Center Agents and Returns Specialists, ensuring consistency in processes, reporting, and alignment with Contact Center policies.
• Perform other duties as assigned by manager or supervisor.

REQUIREMENTS:

• 1+ year of experience in a customer service or call center environment; prior leadership or mentoring experience preferred.
• Strong problem-solving, conflict resolution, and multitasking skills.
• Excellent communication skills to support and coach agents in a remote setting.
• Familiarity with CRM systems, call center software, and quality assurance practices.
• Comfortable using remote collaboration and communication tools (e.g., Microsoft Teams, RingCentral, Zoom, or similar).
• Successful completion of a background check is required.
• Must reside in Colorado and be able to work in a fully remote capacity, with the understanding that there will be occasions (such as holidays or other peak times) when in-person support at the Denver warehouse will be required.

PHYSICAL AND ENVIRONMENTAL JOB REQUIREMENTS:

• Prolonged sitting and computer use for extended periods.
• Frequent use of keyboard, mouse, headset, and multiple software systems simultaneously.
• Ability to read and interpret digital documents, invoices, and spreadsheets.
• Must maintain a dedicated home workspace that is quiet, secure, and free from distractions or background noise.
• Reliable high-speed internet connection to support voice, video, and system applications.
• Ability to perform essential job functions independently in a remote environment while staying connected to team communication channels.
• Willingness to occasionally work from the Denver facility as needed.