Remote Lead Client Care Specialist

Job Description

A fast-growing US boutique law firm is recruiting a South Africa-based Client Care Team Leader for a fully remote position. The successful candidate will lead, train and coach a remote client-care team while continuing to answer calls and demonstrate excellent service. The role offers a US$1,050 monthly base salary, uncapped bonus opportunities, paid time off, leadership development and long-term career-growth potential.

About the opportunity

The Lead Client Care Specialist will work as a player-coach. The successful applicant will manage team performance while also answering calls and demonstrating the standards expected from the wider team.

The position includes maintaining live telephone coverage, coaching team members, conducting one-to-one meetings, reviewing performance, auditing call quality and supporting recruitment and onboarding.

Legal-sector experience is not required. The employer provides training and is primarily looking for proven leadership, communication ability, accountability and commitment to service excellence.

Key responsibilities

• Lead, train and coach a remote Client Care team
• Conduct one-to-one meetings and team meetings
• Complete team performance reviews
• Schedule breaks, lunches and absences
• Maintain telephone coverage during required US business hours
• Monitor team performance daily
• Address performance gaps promptly
• Assign individual specialty areas
• Hold team members accountable for results
• Audit recorded calls for quality
• Review data entry for accuracy and compliance
• Answer calls alongside team members
• Model excellent call quality and response speed
• Work with the Intake Manager on recruitment and onboarding
• Support team development
• Help increase outbound calls, client reviews and referrals

Minimum requirements

Compulsory requirements

• Experience leading, supervising or coaching a customer-service or call-centre team
• Strong people-management and coaching ability
• Excellent telephone etiquette
• Outstanding spoken and written US English
• Excellent grammar, spelling and attention to detail
• Ability to provide direct, constructive feedback
• Ability to receive feedback professionally
• Strong accountability
• Experience managing team performance
• Ability to learn new technology quickly
• Availability to work US Eastern Time hours
• Suitable computer, internet and backup-power equipment

Preferred requirements

• Remote-team management experience
• Call-centre quality-assurance experience
• Experience reviewing recorded calls
• Performance-management experience
• Hiring and onboarding experience
• CRM and telephone-system experience
• Experience supporting US clients
• Experience working in a KPI-driven environment

Technology requirements

Applicants must have:

• Windows 11 or newer
• At least 16 GB RAM
• At least a 500 GB SSD
• Intel Core i5 10th Generation processor or equivalent
• External mouse
• Webcam
• Quality headset with microphone
• UPS or inverter
• Uncapped fibre or equivalent internet
• Minimum 100 Mbps internet speed
• Wired Ethernet connection

Benefits

• Eight paid holidays
• Paid time off
• Comprehensive training
• Ongoing leadership development
• Career-growth opportunities
• Fully remote work
• International team environment
• Team events
• Coaching and development
• Promotion-from-within culture

Who should consider applying?

This role may suit:

• Call-centre team leaders
• Customer-service supervisors
• Client-care team leaders
• Contact-centre coaches
• Quality-assurance leaders
• Remote-team supervisors
• Experienced telephone-service managers

The ideal candidate should be comfortable leading from the front, answering calls alongside the team and addressing underperformance directly but professionally.