Posted 10 days ago
Shift Lead (Land) - Internal
@ Range Group - Job Postings
Canada
Overview
Range Group - Job Postings is hiring a remote Shift Lead to support Travel Support Consultants and daily Land operations. The role is off-phone leadership: guiding agents, monitoring queues, reviewing handovers and driving process consistency. The schedule is Tuesday to Saturday, 3am to 11am EST, with occasional flexibility to cover absences.
Responsibilities:
- Guide TSCs on customer issues and escalations
- Monitor queues, service levels and staffing coverage
- Review handovers and ServiceNow tickets for accuracy
- Lead huddles and coach new and existing agents
- Identify recurring issues and recommend process updates
Requirements summary:
- 2+ years of experience in the travel industry
- 1+ year of leadership experience (asset)
- Experience with Twilio or similar tools
- Proficiency in Microsoft Excel and SharePoint
- Working knowledge of ServiceNow
Tools & skills
Source and dates
Employer career site / ATS feed · greenhouse
- Employer posting date
- 2026-10-27
- First seen by our source
- 2026-10-27
- Source record updated
- 2026-10-27
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Experience | 2+ years |
| Management experience | 1+ years |
| Hours per week | 40 |
| Schedule | weekends, overnight |
| Travel | air: none · ground: none |
| Work setting | Home |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Range Group - Job Postings
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Passion for development, attention to detail.
Full company description
Range Group brings together experienced real estate professionals with a strong background in new construction, rehabilitation, design, ownership, management, and disposition. Combining over 50 years of real estate experience, the Range Group focuses on opportunistic investments across all asset classes. Range Group’s calculated and detailed approach to finding opportunities creates higher value through mastery of process, a deep attention to detail and an extensive relationship network. The firm’s principals have a consistent track record of delivering out-sized returns on a wide array of projects. Exhibiting a passion for execution, Range Group uses institutional operating standards to thoughtfully pursue value-add, over-looked or irreplaceable assets. In addition, Range Group provides asset management, property management and development consulting services to property owners throughout the country. As experts in the entitlement, development and management processes, Range Group offers its clients a wealth of knowledge in a competitive environment.
- LinkedIn followers
- 833
- People associated on LinkedIn
- 8
- Reported office locations
- Chicago, IL, US
- Other recorded names
- Range Group - Job Postings
- Range Group
- Profile identifies a recruitment agency
- No
Range Group brings together experienced real estate professionals with a strong background in new construction, rehabilitation, design, ownership, management, and disposition. Combining over 50 years of real estate experience, the Range Group focuses on opportunistic investments across all asset classes. Range Group’s calculated and detailed approach to finding opportunities creates higher value through mastery of…
| Field | Value |
|---|---|
| Industry | Real Estate |
| Company size | 2-10 employees |
| Headquarters | Chicago, IL |
| Organization type | Partnership |
| Year founded | 2022 |
| Open jobs on Jobsy | 7 |
| View page |
Application Deadline: Tuesday, November 17th
Location: Remote
Schedule: Tuesday – Saturday, 3am – 11am EST
Schedule Flexibility:Flexibility to adjust working hours occasionally to cover planned absences or operational gaps is required.
About the Role
We are seeking a dedicated and proactive Shift Lead to support our Travel Support Consultants (TSCs) and daily Land operations. This is an off-phone leadership role focused on providing timely guidance, monitoring queues, reviewing handovers, and ensuring consistent application of our processes.
The Shift Lead will be a first point of contact for frontline staff, helping agents navigate complex situations, clarify next steps, and deliver a consistent customer experience.
Experience: 2+ years in the travel industry. Previous leadership experience of 1+ years is an asset.
Key Responsibilities
TSC Support and Process Guidance
- Provide timely, clear, and actionable guidance to TSCs on customer issues, escalations, and operational questions.
- Review relevant SOPs before providing process guidance and link resources so agents understand where to find answers.
- Support agents in identifying the appropriate next steps, ownership, and escalation path for complex cases.
- Identify recurring questions and process gaps, and recommend updates to SOPs, job aids, or training materials.
- Document and escalate system issues, including their impact on agents and service delivery.
Operational Oversight
- Monitor queue activity, service levels, and staffing coverage, and coordinate with leadership when adjustments are needed.
- Review handovers for accuracy, completeness, appropriate follow-up timing, and clear ownership.
- Support handover allocation and cross-shift communication to maintain continuity.
- Review ServiceNow tickets and provide feedback on documentation, follow-up actions, and process adherence.
- Keep leadership informed of operational concerns, recurring errors, and escalation trends.
Team Development and Department Collaboration
- Provide ongoing support and feedback to new and existing TSCs.
- Complete assigned file reviews and support coaching and quality improvement initiatives.
- Lead huddles and reinforce process updates to help agents apply changes consistently.
- Collaborate with Senior Managers and Travel Support Managers to identify gaps and improve department processes.
- Share frontline feedback with leadership and follow through on agreed actions.
Additional Accountabilities
- Assist the Director and Managers with projects, reporting, and administrative tasks as needed.
- Coordinate departmental updates and maintain supporting resources.
Technical Skills
- Experience with Twilio or similar tools for queue monitoring and call review.
- Proficiency in Microsoft Excel and SharePoint.
- Working knowledge of ServiceNow.
Performance Measures
- Accuracy and consistency of guidance: Advice aligns with current SOPs and provides clear next steps.
- Timeliness of support: Agent questions and operational concerns receive timely attention.
- Operational oversight: Queue risks and coverage concerns are identified and addressed promptly.
- Handover and documentation quality: Reviews support complete, accurate records and clear follow-up ownership.
- Process improvement: Recurring issues are identified and addressed through feedback, training, or resource updates.
Skills and Competencies
- Clear communication and sound judgment.
- Customer service focus.
- Organization and prioritization.
- Problem-solving and conflict resolution.
- Technical proficiency and data analysis.
- Adaptability and cultural awareness.
- Ability to guide and support others.
Please speak to your manager before applying.
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