NeoWork is looking for a Supervisor to lead a Litigation Support team that provides high-volume outbound contact services to a US-based law firm's Mass Tort practice. This is a player-coach role: you will split your time between directly handling casework and supervising a team of specialists responsible for collecting missing case information from clients, many of whom are elderly English-speaking individuals. You will be responsible for day-to-day team operations — monitoring performance, running quality checks, coaching agents, and escalating issues — while also contributing directly to case output when needed. The role requires strong leadership presence, excellent spoken English, and a genuine ability to develop people in a structured, KPI-driven environment. If you are someone who leads from the front, holds high standards without micromanaging, and thrives in fast-paced legal or regulated operations, this role is built for you. Responsibilities - Supervise and coach a team of Litigation Support Specialists conducting outbound calls to collect missing case information - Monitor daily team output against KPIs including contact rate, data accuracy, and case list completion - Conduct regular call quality reviews and provide structured, actionable feedback to agents - Handle a portion of direct casework during peak periods or when staffing gaps arise (player-coach model) - Run daily or weekly team huddles to align on priorities, address blockers, and share performance updates - Escalate complex cases, documentation gaps, or compliance concerns to the Operations Manager and client team - Maintain accurate records of team activity and performance in case management and reporting systems - Support onboarding and training of new specialists, ensuring adherence to scripts, workflows, and communication standards - Serve as the primary point of contact for day-to-day questions and issues within the team - Identify process improvements and surface recommendations to improve efficiency and quality

• Monitor performance indicators and reports, ensuring process compliance and customer satisfaction. • Responsible for analyzing packaging measurements according to client specifications, preparing and sending rental reports, and maintaining ongoing communication to resolve discrepancies and handle requests. • Manage the control and release of materials for storage at third-party warehouses, ensuring compliance with regulations and deadlines, contributing to operational efficiency and service quality.

• Serve as the first point of contact and reach out to customers when a tracker triggers an alarm, always maintaining calm, empathy, and clarity. • Handle inquiries via phone, chat, and email, providing practical, customer-focused solutions. • Accurately record and document each interaction, ensuring information is complete for the next representative.

Tier 2 Shift Supervisor (Advanced Support) CBP Technology Service Desk (TSD) Location: Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reside within commuting distance of one location) Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays) Employment Type: Full‑time Clearance Requirement: CBP Background Investigation (Unclassified) Position Summary Aretec is seeking a Tier 2 Shift Supervisor (Advanced Support) to provide real‑time supervisory oversight for Tier II operations supporting the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role is responsible for ensuring Tier II service levels, quality targets, and resolution objectives are met, while providing technical guidance and leadership to Advanced Support agents. The ideal candidate brings strong technical depth, operational discipline, and proven supervisory experience in a 24x7 service desk environment. What You'll Do - Provide real‑time supervisory oversight of Tier II Advanced Support agents during assigned shifts. - Monitor ticket queues and processing times to ensure ≥90% of tickets are resolved or escalated within 4 hours. - Monitor service levels to ensure ≥80% of transferred calls and chats are answered within 60 seconds. - Ensure a ≥90% Tier II resolution rate is consistently achieved. - Track and enforce ≥90% quality scores on reviewed Tier II interactions. - Coordinate closely with Tier 1 Shift Supervisors to manage escalation flow and warm‑transfer processes. - Escalate complex or unresolved issues to next‑level CBP support teams and third‑party vendors. - Provide real‑time coaching, mentoring, and technical guidance to Tier II agents. - Report operational status, staffing issues, and performance risks to the Operations Manager. Required Qualifications - Minimum 3 years of experience in IT help desk or technical support environments. - Minimum 1 year of supervisory or team lead experience. - Strong technical knowledge of Windows OS, Active Directory, VPN technologies, email systems, and mobile devices. - Ability to work rotating shifts, including nights, weekends, and holidays. - Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI). Preferred Qualifications - HDI Support Center Team Lead certification. - ITIL Foundation certification. - CompTIA A+, Network+, or Security+ certification. - Experience with ServiceNow and Amazon Connect. - Prior CBP or DHS Tier II supervisory experience. Equal Opportunity Employer Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.