Phoenix Oversight Group LLC

Compensation

Full Description

Overview The Customer Care Team Lead – VA LGY oversees preparation of complete, client‑ready, high‑quality team deliverables; manages Tier 1 and Tier 2 support personnel and engineers; tracks KPIs and monitors SLA adherence; removes blockers and ensures the team has the tools to meet SLA and customer satisfaction goals. The role monitors daily scrums, oversees ticket reporting and updates to leadership, communicates with stakeholders across IT, vendors, and executive leadership, and leads risk management and mitigation efforts. This leader drives results with proactive leadership, navigates challenges to completion, fosters a culture of teamwork, maintains excellent client relationships, and guides the team to participate in the client culture while recommending well‑formed improvements. Success requires a bachelor’s degree with 6 years of relevant experience (or equivalent), excellent written and verbal communication, strong analytical problem‑solving and attention to detail, the ability to shift priorities, leadership amid ambiguity, and proficiency with the Microsoft Suite. Key Functions • Oversee preparation of complete, client-ready, high quality Customer Care team deliverables and work products for the client. • Manage the team consisting of Tier 1 and Tier 2 support personnel and engineers. • Track KPIs and monitor and report to leadership on SLA adherence. • Remove blockers for the team and ensure they have the tools they need to be successful in meeting SLAs and customer satisfaction goals. • Monitor daily scrums, oversee ticket reporting/oversight, and provide regular updates to leadership. • Communicate with stakeholders, including IT managers, vendors, and executive leaders. • Lead risk management and mitigation efforts. • Demonstrate ability to drive successful results and outcomes. • Demonstrate proactive leadership. • Navigate through challenges to consistently get things over the finish line. • Be a good teammate to the client and the delivery team, encouraging and enabling teammates to be their best selves; contribute to a culture of teamwork. • Maintain excellent client relationships. • Lead the team to participate in the client culture. • Make well-formed improvement recommendations for the client. Minimum Qualifications • Bachelor's degree and 6 years of relevant experience. • An additional 2 years of experience with an Associate's Degree. • An additional 4 years of experience with a high school diploma. • Excellent verbal and written communications skills. • Strong attention to detail with proven analytical and problem-solving skills. • Can easily shift focus between high priority tasks as required. • Demonstrates leadership in the face of ambiguity, rather than waiting for direction from above. • Navigates through challenges to consistently get things over the finish line. • Proficiency with Microsoft Suite (Word, Excel, PowerPoint, Outlook). Preferred Qualifications or Skills • Existing Public Trust clearance at the Department of Veterans Affairs or other federal agency. • In depth knowledge of the mortgage industry. • Experience providing customer care/help desk support for users of Salesforce and/or AWS solutions for the federal government or Department of Veterans Affairs specifically. • Experience using ServiceNow, GitHub, JIRA and Confluence. Position Details • Employment type: Full-Time, W2 • Location: 100% Remote (US-based) • Hours: 40 hours/week with availability during core business hours of 8am-5pm ET • Start date: ASAP • Eligibility: Must be eligible to obtain a Public Trust clearance • Salary: $90,000-$138,000