Remote Customer Service Lead

For Flywheel Holdings

At Flywheel Holdings, customer experience doesn’t end when the move does—it’s just getting started. As our Customer Service Lead, you own the final phase of the client journey: resolving issues, coaching dispatchers, and enforcing standards that drive loyalty and protect revenue.

You are the post-move fixer and the mid-move air traffic controller. When things go wrong, you lead the resolution. When performance slips, you lead the recovery. You operate from the middle—holding standards, tracking compliance, and turning every service gap into a coaching moment.

You’re the Guardrail – You catch CX issues before they hit social media or escalate to leadership.

You’re the Coach – You guide Dispatch through missed plays and enforce closeout discipline.

You’re the Fixer – You repair trust, resolve claims, and drive our 5-star reputation forward.

• Handle all customer escalations and inbound service complaints
• Manage full claims lifecycle: intake, triage, resolution, follow-up
• Track and enforce claim/discount resolution within 10 business days
• Oversee valuation sales compliance — verify documentation and job tagging
• Personally triage every customer who does not leave a 5-star review within 1 business day
   

• Supervise AM and PM Dispatchers
• Audit:
  • Handoffs
  • Slack job threads
  • Truck GPS tracking
  • SmartMoving photo uploads
     
• Coach dispatchers on:
  • Red flag escalation (late starts, unplugged cameras, DOT alerts)
  • Compliance with MOTIV and DOT protocols
  • Photo and documentation consistency
     
• Deliver Game Tape reviews on all missed SOPs or breakdowns
   

• Ensure 1 proactive check-in per job (via CSR or Dispatch)
• Validate that all special instructions, feedback, and client notes are entered in CRM daily
• Support confirmation calls and mid-job check-ins when needed
• Monitor Slack threads for unresolved customer issues — coordinate next steps until resolved
   

• Verify that 100% of jobs have:
  • Signed customer paperwork
  • Damage or condition photos
  • Confirmed payment
  • CRM job notes completed
     
• Flag missing or incorrect closeouts to Sales Strategist or Ops Manager
• Submit daily closeout summary in Slack with job statuses, red flags, and outstanding tasks

• Strong Yet Empathetic – You de-escalate with empathy, but you don’t bend on standards
• Coach Mentality – You give feedback often, clearly, and consistently
• System Thinker – You know how to solve problems at both the task and pattern level
• Organized Under Pressure – You close the loop on every issue—even when the inbox is full
• CX + Dispatch Expertise – You know how to guide frontline staff and protect the brand

• 2–3+ years in customer service leadership, dispatch management, or claims resolution
• Experience handling customer escalations and remote teams
• Familiarity with moving or logistics industry a plus
• Tools: Slack, SmartMoving CRM, MOTIV, Dialpad, Google Drive

• Never let a claim sit unanswered
• Treat each complaint as a chance to win back trust
• Keep Dispatch focused, accountable, and improving
• Love clean processes, complete notes, and fast recoveries
• Know that great customer service happens after the move

If you’re ready to lead the last mile of the customer journey—enforcing standards, solving problems, and turning red flags into raving reviews—this is your seat at the table.

Apply now to be the voice of service integrity at Flywheel Holdings.