Team lead (renewals)

The Renewals Team Lead provides day-to-day leadership, coaching, and training to the Renewals team. This role is responsible for helping team members understand expectations, develop their skills, and consistently meet quality, productivity, and service level standards. The Team Lead serves as a subject matter resource and first point of escalation, supports complex transactions, monitors team performance, and partners with leadership to address performance and process opportunities.

Schedule: Monday-Friday, 8:30am-5:00pm

Compensation: $24-$26/hr

Essential Job Duties

• Coach and develop team members through regular observation, feedback, and one-on-one support.
• Train team members on Renewals processes, state requirements, systems, and quality expectations.
• Monitor team performance and provide timely coaching when productivity, quality, or service expectations are not being met.
• Provide day-to-day guidance and serve as the first point of escalation for team questions and complex processing issues.
• Support onboarding and ongoing development of team members.
• Review work, rejections, and processing trends to identify coaching and training opportunities.
• Reinforce department processes, procedures, and performance expectations to promote consistency and accountability.
• Help coordinate daily workflow and priorities to support business needs and service level expectations.
• Partner with management on employee performance, process concerns, and opportunities for improvement.
• Foster a positive, accountable, collaborative, and customer-focused team environment.
• Perform other duties as assigned and appropriate to the role.

Required Qualifications

Required qualifications to effectively perform the job. An equivalent combination of education, training and experience will be considered. (Additional requirements may be designated by position.)

• High school diploma or equivalent required.
• 3–5 years of customer service, operations, or related experience required.
• Current and active driver’s license required.
• Previous experience in vehicle title and registration, renewals, fleet management, or a related industry preferred.
• Previous leadership, coaching, training, or mentoring experience preferred.

Knowledge, Skills and Abilities

May be representative, but not all-inclusive, of those knowledge, skills and abilities commonly associated with this position.

• Strong coaching and interpersonal skills with the ability to provide clear, constructive feedback.
• Ability to lead by example and hold team members accountable to established expectations.
• Strong knowledge of vehicle registration and renewal processes.
• Ability to learn, interpret, and apply state-specific requirements.
• Strong communication skills, both written and verbal.
• Ability to identify performance gaps and determine appropriate coaching or training needs.
• Strong organizational skills and ability to prioritize competing demands.
• Ability to remain calm, professional, and solutions-focused when handling escalations.
• Ability to build positive relationships and collaborate effectively with team members, leadership, and internal partners.
• Proficient in Microsoft Office, Excel, Zendesk, and other systems used by the department.

Work Environment

Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

General office conditions. Exposed to moderate noise levels.

Physical Abilities

Activities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Required to use close vision and be able to focus.
• Regularly required to talk and hear; frequently required to sit, stand and bend at the knee and waist, and walk.
• Must be able to have repetitive wrist, hand and/or finger movement to type and work on computer.
• Must have finger dexterity and hand-eye coordination to work on computer, telephone, and related office equipment.
• Regular attendance is a necessary and essential function.

At ACERTUS, we believe our employees are our greatest asset. That's why we offer a comprehensive benefits package designed to support your health, financial well-being, work-life balance, and professional growth.

• Medical, Dental, and Vision
• Voluntary Life/Disability, Accident, Critical Illness, and Hospital Indemnity
• Company Paid Basic Life and Long-Term Disability
• Company Paid Time Off (PTO)
• 7 Company-Paid Holidays plus 1 Floating Holiday
• 401(k) with company match
• Tuition Reimbursement, Financial wellness resources, Retirement planning, and legal services
• Employee discount programs
• Complimentary Grubhub+ membership
• Casual dress code

This job description is intended to describe the general nature and level of work being performed and is not an exhaustive list of all duties, responsibilities, or qualifications. Employees may be required to perform other reasonably related duties as assigned to meet business needs. ACERTUS reserves the right to modify, revise, or update job duties, responsibilities, and requirements at any time.