Manager / Team Lead — General Application

Description

About Mpathic
Mpathic is America's premier consultative Contact Center solutions provider, founded in 2020 at the height of the pandemic. We blend cutting-edge technology with genuine empathy to deliver exceptional service to premium brands and public sector partners. Our mission is to humanize communication, fostering trust and loyalty through reliable, value-driven interactions. Specializing in omnichannel CCaaS, staff augmentation for customer support, IT help desks, and sales teams, we boast industry-leading metrics like >90% First Call Resolution. We hire based on Character, Aptitude, and Experience—U.S. citizens who thrive in our virtue-led culture, innovating solutions that truly connect.

This is a general application for leadership talent. We are not always actively hiring for a specific management role, but we are always interested in connecting with exceptional leaders. By applying here, you'll be considered for Team Lead, Account Manager, and other management openings as they become available across our client programs. If our team believes you may be a strong fit, we'll reach out to arrange a pre-screen phone call and, if successful, an interview with a member of our corporate team.

We take as axiomatic that where employees flourish, they deliver superlative outcomes—and that great teams begin with great leaders. As a Mpathic manager, you'll set the standard: owning the day-to-day functionality of your workgroup, developing your people, strengthening client relationships, and driving continuous improvement in a fully remote, cloud-based Contact Center powered by gold-standard omnichannel tools.

Requirements

As a leader at Mpathic, you'll wear many hats—supervisor, strategist, communicator, organizer, goal setter, and corporate partner. Responsibilities across our management roles include:

• Reliable non-Chromebook computer (Windows 11 or macOS 12+ or newer, produced within the last five years) iwth a second monitor
• Minimum of 16GB RAM
• Internet speeds of at least 100 Mbps download, 20 Mbps upload, and 0% packet loss
• Successful completion of all necessary background checks.
• Be available to your team—keep notifications on and stay easily accessible.
• Oversee and manage the day-to-day activities of your team.
• Participate in weekly accounts meetings with other Team Leads and the corporate team.
• Plan and present weekly customer update meetings covering call metrics, performance, employee shoutouts, and goal setting, and build rapport with customers.
• Encourage frequent team communication on Slack, Zoom, and other platforms.
• Listen to team members' calls and provide coaching and feedback.
• Step in to assist on calls when requested by a member or potential member.
• Coordinate schedules, lunches, breaks, time off, and overtime; delegate tasks to team members.

Eligibility & Employment Requirements
Must be at least 18 years of age and reside in the United States. Must be able to provide proof of eligibility to legally work in the United States. Must be willing and able to clear all required background checks as a condition of employment.
Mpathic is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, citizenship status, or any other characteristic protected by law.