Position Overview
We are looking for a confident, proactive, and experienced Team Lead to manage our team of dispatchers and customer service operators. This is a fast-paced role requiring strong leadership, scheduling expertise, excellent communication skills, and comfort with a high level of responsibility. You will be managing a partially remote, multicultural team, ensuring top-quality scheduling and client interaction.

Key Responsibilities

• Lead and manage a team of dispatchers and customer service operators across time zones.
• Coordinate technician and installer schedules efficiently in a dynamic environment.
• Ensure compliance with internal procedures and reporting standards.
• Handle escalated customer communications via phone and email.
• Maintain team performance through coaching, motivation, and oversight.
• Track and improve key performance indicators (KPIs).
• Develop and implement scripts, standards, and process improvements.
• Collaborate with company leadership to enhance workflows and service quality.
• Conduct weekly and daily reporting oversight for dispatchers.

What We're Looking For

• 2–3+ years of experience managing dispatch, customer support, or call center teams.
• 5+ years of experience in customer support.
• Strong background in service-based industries (e.g., HVAC, logistics, field services).
• Proven leadership and team management abilities.
• Highly organized, detail-oriented, and comfortable with high workload and dynamic priorities.
• Strong English communication skills – both written and spoken.
• Strong spoken Russian communication skills (for internal team communications).
• Process-driven, KPI-focused, and comfortable using performance data to drive decisions.
• Self-motivated, responsible, and solution-oriented mindset.

Tools We Use

• CRM: Housecall Pro
• Task Tracking: Monday.com
• Communication: Slack, Google Workspace
• Telephony: Phone.com (VoIP system)

Why Join Fuse?

• Be part of a fast-growing and established service provider with a strong regional presence.
• Take ownership of a critical leadership role with room for growth.
• Work remotely with a collaborative, multicultural team.
• Contribute to the operational success of the largest franchise team in the network.