Operations Team Lead (Remote)

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: TYPE OF WORK

Full Time

: SALARY

$2,000 / month

: HOURS PER WEEK

18

: DATE UPDATED

Aug 29, 2026

JOB OVERVIEW

Operations Team Lead(Remote) for SteelSafe Self Storage

Pay: up to $2,000 / month
Schedule: 8:00 AM–6:00 PM EST (Mon–Fri), 1 hour lunch
Work Location: Remote (Philippines)

At SteelSafe we get things get finished.
Leads don’t sit.
Follow-ups don’t disappear.
Customer problems don’t get “noted” and forgotten.

If you’re the type of manager who needs constant reminders or gives status updates without results, this won’t be a fit.

If you like building a strong team, coaching people to improve, and running a clean system where nothing falls through the cracks, keep reading.

What you’ll be doing
-You’ll manage a team of remote CSRs in the Philippines and help us build a reliable sales and service engine.
-You will also take calls. Our volume is manageable (usually around 15 calls per CSR per day). We expect you to lead by example, not just by telling people what to do.

What you’ll own (non-negotiables)
-You will make sure no rentals are missed. Every day you will check every lead source and make sure every opportunity has a real outcome.
-You will review website form submissions and confirm whether they rented. If they did not rent, you will call them, log them properly in CallPotential, and document the result and next step.
-You will review CallPotential leads and reservations daily, make sure the status is correct (Lead vs Reservation), verify outcomes, and follow up to close.
-You will review inbound sales calls and make sure non-renters are called back with a real attempt to convert, and you will document what happened.
-Every lead must end the day as one of three things: rented, didn’t rent (with the reason), or a scheduled follow-up with a specific date and time.
-You will run a real call review and coaching system. This is not “we’ll review calls when we have time.”
-The expectation is that you review sales calls daily (or meet a minimum standard if call volume spikes), and you review at least five service calls per day looking for service recovery issues.
-When calls are weak—missed close, wrong information, tone problems, or a bad customer experience—you will send short, clear coaching feedback, coach the CSR directly, and make sure the correction shows up within the next 24–48 hours.
-You will also save coaching examples into a simple training library so the whole team improves over time.
-You will handle escalations and service recovery.
-If someone is upset, did not rent because of the experience, or has a sensitive issue, you will personally follow up, fix the issue, and turn it into a win when possible.
-You will make sure escalations are actually resolved, not just “handled.”
-You will set the standard, train people, enforce quality, and hold the line. That includes hiring and training when needed, assigning tasks and expectations clearly, correcting problems quickly when performance slips, and keeping the team professional and consistent.
-A non-negotiable part of this job is “close-the-loop” control.
-You will review each CSR’s daily update. We do not accept status-only updates.
-Every item must have a result or a next step.
-Anything labeled “pending customer response” must have a follow-up plan and a scheduled date.
-If something is not confirmed complete, it must be assigned a next action with an owner and a due time.
-No dropped balls. No silent failures.

Reporting (daily + weekly)
-Each day you will post a simple daily report so leadership has clarity and the team stays sharp.
-That daily report must include: forms reviewed, leads and reservations reviewed, new rentals closed, open follow-ups, calls listened to, calls flagged, the patterns you are seeing, which CSRs missed closes, what coaching was given, unhappy customers identified and recovered, anything left open, and tomorrow’s focus.
-Each week you will produce a scorecard showing leads vs rentals and conversion percent by source (website, CallPotential, inbound calls), performance by CSR (calls, rentals, conversion percent), top wins, and the top focus areas for next week.

You’re a great fit if…
You take ownership and solve problems instead of passing them around.
You’re a real coach who is clear and helpful, but firm when needed.
You like numbers and performance tracking.
Your spoken and written English is excellent, and you’re confident on the phone.
You can lead with high standards without being toxic.

Small business reality
Random urgent things will come up sometimes. We want someone who stays calm, proposes options, makes decisions, and follows through.
This is not an executive assistant role, but it is a role for someone who solves problems.

How to apply (required)
Please send your resume, and let us know what ownership means to you!

SKILL REQUIREMENT

Customer Service Operation Management Team Leadership

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Operations Team Lead (Remote)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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