Customer Team Lead Jobs (NOW HIRING)

TITLE:
Team Lead

REPORTS TO:
Project Director

LOCATION:
Napa County, CA

EMPLOYMENT TYPE:
Full-Time, Non-Exempt Employee

Career Team is hiring a Team Lead, guiding our talented team to new heights of productivity and collaboration. This position provides frontline leadership and operational support for assigned offices. This role supports daily office operations, staff coaching and development, customer service delivery and program quality while maintaining a reduced case load as needed. The Team Lead serves as the first point of escalation for routine staff and participant issues and works closely with the Project Director to ensure consistent implementation of WIOA policies, procedures and performance expectations.

Here at Career Team, the Team Lead is an integral part of our team and will assist us with our mission of accelerating the human condition!

Career Team also offers a competitive package including:

• 401k with a generous employer match;
• Medical, dental, and vision insurance with an employee-sponsored HSA on any qualifying plans;
• Disability insurance;
• Supplemental insurance;
• Paid holidays and paid time off, offered on an accrual basis.

Your Impact on Career Team's Success:

Staff Leadership & Support

• Provide day-to-day guidance and support to Career Advisors and office staff
• Assist with onboarding and training of new employees
• Reinforce policies, procedures, and service delivery expectations
• Provide coaching on case management, documentation, and customer service
• Help identify staff training needs and operational challenges

Office Oversight

• Support daily office operations and workflow coordination
• Assist with office scheduling and coverage coordination
• Address routine participant escalations and office concerns
• Ensure a professional and customer-focused office environment
• Communicate office needs/issues to leadership
• Periodically provide coverage at different locations as needed
• Approach each day and task with a "ZAG" mindset
• Other duties and projects as needed

Program Quality & Compliance

• Support file reviews and quality assurance activities
• Monitor case notes, activity tracking, and service documentation
• Reinforce compliance with WIOA, CalJOBS, and local board policies
• Support corrective action follow-up and continuous improvement efforts

Direct Participant Services

• Maintain a reduced caseload of participants
• Deliver career coaching, assessments, and employment services
• Support training and supportive service coordination
• Assist participants with barriers to employment

Community Engagement

• Support outreach and recruitment activities
• Maintain relationships with local partners and referral agencies
• Represent the program at community meetings/events as assigned

This position is expected to be 100% onsite. The selected candidate will be required to work onsite at the listed location.

To Qualify for This Role, You Must Have:

• Associate's degree or higher
• 2+ years of experience working in a career center or providing career development services
• 1+ year of experience working with unemployed and underemployed individuals
• Ability to give presentations and workshops (public speaking)
• Demonstrated understanding of WIOA programs and services
• Demonstrated ability to be highly detail-oriented in order to successfully meet program requirements
• Knowledge of local community colleges, local community partners and private training
• Knowledgeable about workforce program requirements for compliance, TEGL's review and application of policies and development of procedures, workflows
• Computer literate with proficiency in Google Office Suite (e.g., Docs, Sheets, etc., PowerPoint) training platforms, and case management or customer relations software applications (such as CalJOBS)
• Exceptional time management skills to meet deadlines and work under pressure
• Excellent verbal and written communication skills
• A Valid Driver's License

Additional Skills/Knowledge Career Team Would Love for This Role:

• Experience with local WIOA programs strongly preferred
• Knowledgeable about the local region and relevant partners
• Ability to multitask and be proactive

Salary: $59,000 - $62,000/yr

Employment Type: Full-Time, Non- Exempt

Salary is commensurate with education and experience. Career Team offers a competitive benefits package including healthcare, dental, and personal/vacation time.