Team Lead - After Hours Customer Support (US Healthcare) - EST Hours (Remote)

ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company, specializing in providing top-tier operational support to U.S.-based companies. We are not a recruitment agency — we are a dedicated extension of our clients’ teams, delivering high-quality service with precision, efficiency, and a personal touch.

We are currently seeking a dedicated Team Lead (After Hours) (EST Hours) to support a U.S.-based pediatric homecare provider. This role ensures seamless operations and patient care coverage outside of standard business hours.

WORKING HOURS:

• During Training: Monday to Friday, 9:00am – 6:00pm EST (this is currently 4:00pm – 01:00am SA time)
• After Training: Changing shifts throughout the week (Monday to Sunday), typically either 9:00pm – 5:00am EST (4:00am – 12:00pm SAST) or 10:00pm – 6:00am EST (5:00am – 13:00pm SA time). Shift lengths vary, with a standard 40-hour workweek.

Role Overview:

This role will oversee after-hours coordination, acting as the main point of contact for urgent matters, schedule adjustments, and escalations outside standard business hours. Responsibilities include monitoring communication channels, ensuring proper staffing coverage, and addressing time-sensitive issues as they arise. The coordinator will work closely with the daytime team to maintain continuity and uphold service standards.

PLEASE NOTE:

• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.
• Work Environment: This is a fully remote working role.
• Public Holidays: You will be required to work on all South African and US public holidays (compensation for SA public holidays in accordance with the BCEA).

Key Responsibilities:

• Manage after-hours operations and serve as the main point of contact for urgent issues.
• Monitor communication channels to ensure timely responses and proper escalation.
• Ensure adequate staffing coverage for all shifts.
• Collaborate with the daytime team to provide continuity and maintain service standards.
• Support the office team with preparation, planning, and project work as needed.

Requirements

• Proven leadership or management experience.
• Strong resilience and ability to handle challenges with grit.
• Clear and professional communication skills.
• Ability to accept and act on constructive feedback.
• Strong problem-solving skills and the ability to make decisions under pressure.
• MS Office and Outlook computer skills.
• Experience with remote work or night shifts is an advantage.
• Familiarity with U.S.-based healthcare operations is a plus.

If you are not contacted within 14 working days, please consider your application unsuccessful.