Operations Team Lead, Customer Service

About the role

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. Job Summary We are looking for a motivated Operations Team Lead, Customer Service ready to take us to the next level! If you have supervisory experience in a professional environment and a passion for fostering an inclusive work environment, and are looking for your next career move, apply now. Job Description We are looking for a Operations Team Lead, Customer Service to oversee the day-to-day operations of an image verification team within CAI's Toll Division. This team is composed of neurodiverse individuals, and the ideal candidate will bring both operational expertise and a genuine commitment to inclusive leadership. You will serve as the primary point of support, coaching, and accountability for your team - ensuring productivity targets are met while fostering a structured, predictable, and psychologically safe work environment. This position will be Full-Time and Onsite. With employees expected to be located within the Commonwealth of Pennsylvania and work onsite 5 days per week. Only work authorizations that will not require sponsorship now or in the future will be considered .

Responsibilities

• Lead, mentor, and support a team of five neurodiverse image verification specialists in their daily work
• Provide clear, consistent, and structured communication of daily goals, expectations, and any changes to workflow or routine
• Serve as the first point of contact for team members who need task clarification, accommodations support, or conflict resolution
• Proactively identify and address individual team member needs, adjusting coaching styles to suit different communication and learning preferences
• Foster an inclusive, respectful, and psychologically safe work environment that allows all team members to perform at their best
• Coordinate with HR and management to support workplace accommodations in compliance with ADA and company policy
• Oversee daily image verification workflow to ensure the team meets the standard processing rate of at least 350 images per hour at a 99.9% accuracy rate
• Monitor individual and team performance metrics, providing real-time feedback and guidance as needed
• Assign and balance workloads across team members, accounting for individual strengths and capacity
• Identify, document, and escalate repetitive abnormalities or systemic issues discovered during image processing
• Ensure all team functions are performed in compliance with established performance measures, quality standards, and client requirements
• Assist with onboarding and training new team members on VPS software, scanning equipment, and image processing procedures
• Provide ongoing coaching to reinforce accuracy, speed, and adherence to process
• Support team members in building confidence and independence in their roles over time
• Oversee basic daily maintenance and troubleshooting of microfilm and scanning equipment (high-speed document scanners, flatbed scanners, book scanners, 16mm/35mm planetary cameras, and archival writing equipment)
• Communicate repair or non-routine maintenance needs to the Lab Production Lead or appropriate management
• Ensure team members have functioning, properly configured workstations at the start of each shift
• Provide regular performance updates and operational reports to management
• Document team attendance, productivity metrics, and any incidents or concerns in a timely and accurate manner
• Serve as liaison between the image verification team and broader management, advocating clearly for the team's needs and successes

Requirements

• Required:
• High school diploma or equivalent
• Minimum 1 year of supervisory or team lead experience in a professional capacity, ideally in a data entry, document processing, or production based environment
• Demonstrated experience working with neurodivergent individuals, or equivalent training in inclusive workplace practices (e.g., autism spectrum, ADHD, dyslexia, sensory processing differences)
• Strong interpersonal and communication skills with the ability to adapt style to diverse needs
• Basic PC skills and comfort with productivity and tracking software
• Excellent attention to detail and ability to monitor quality and accuracy across a team
• Strong organizational and time management skills
• Dependable, patient, and solutions oriented
• Must have Pennsylvania residency for the duration of working in this role, and be willing to work wit

Benefits

Additional Information

Operations Team Lead, Customer Service Req number: R7282 Employment type: Full time Worksite flexibility: Onsite

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