Ambassador Team Lead
Location: Remote-Local (Arizona only)
Employment Type: Hourly, 35+ hours per week
Overview
At Auto Shop Follow-Up, we’re on a mission to revolutionize the auto repair industry by fostering genuine connections between repair shops and their customers. We understand that trust can be fragile, but we’re here to rebuild it, one conversation at a time.
As an Ambassador Team Lead, you’ll play a vital role in bringing that mission to life by leading the team responsible for making it happen, our Follow-Up Ambassadors. You’ll coach, support, and guide them to deliver consistent, empathetic, and high-performing outreach that strengthens relationships and drives measurable results for our clients.
You’ll also mentor ambassadors on crafting high-quality, accurate comments and ensuring the data we report back to each shop is clear, reliable, and actionable, so every interaction reflects the standard we promise our clients.
This role blends people leadership, coaching, and day to day oversight for the ambassador team. You’ll ensure your team has the clarity, tools, and feedback they need to perform at their best, all while maintaining the heart of what makes ASFU different: meaningful conversations, genuine care, and a little bit of fun along the way.
Who We Are
At Auto Shop Follow-Up, our culture is rooted in values that shape everything we do:
We are Scrappy: We embrace resourcefulness, solve problems creatively, and get things done without hesitation.
We are Devoted to Everyone’s Personal and Professional Success: We support growth with kindness, candor, and an unwavering commitment to people.
We are Intentional and Direct: Our actions and words are purposeful, and we give our all to everything we do.
We Take Our Mission Seriously, But Not Ourselves: We’re passionate about our mission, and we have fun along the way, balancing hard work with a sense of humor.
These values guide every interaction, conversation, and decision — from how we lead teams to how we serve our customers.
Key Responsibilities
Team Leadership & Support
Directly manage a remote group of part-time Ambassadors (approximately 25–35 as ASFU grows).
Monitor daily and weekly workloads to ensure balanced coverage and completion of assigned calls.
Provide regular one-on-one feedback, coaching, and support to drive ambassador success and engagement.
Use internal tools and dashboards to track performance, attendance, and call completion metrics.
Communicate updates, policy changes, and operational priorities clearly and consistently.
Quality & Performance
Review ambassador QA scores and performance data weekly to identify trends and improvement areas.
Conduct side-by-side call reviews and deliver constructive feedback with clear next steps.
Collaborate with Customer Quality Specialists to ensure comments and reports meet tone, accuracy, data integrity, and shop-specific expectations.
Coach ambassadors on writing clear, accurate, and actionable call comments that convey what the shop’s need.
Reinforce ASFU quality expectations of empathy and professionalism that reflect the shop’s voice.
Training & Development
Lead training blocks for new ambassador onboarding or skill refreshers.
Provide extra support for newly trained ambassadors during their first 2–3 weeks post-training.
Partner with the Fulfillment Operations Coordinator on digital training materials and knowledge base improvements.
Help identify top performers for peer mentorship or advancement opportunities.
Scheduling & Coverage
Monitor ambassador availability and coverage needs; reassign workloads as necessary to maintain call completion.
Work with leadership to plan ahead for busy seasons, new client onboarding, or ambassador turnover.
Help ensure completion targets are met daily and weekly across all call types.
Communication & Collaboration
Participate in weekly team syncs and leadership huddles.
Communicate ambassador sentiment, feedback, performance trends, and recurring challenges, including comment quality issues, to the Fulfillment Operations Manager.
Coordinate with the Customer Success team on shop-specific nuances, call trends, comment escalations, or customer concerns.
Support special projects such as process improvements, reporting changes, or recruiting involvement.
Key Metrics
Average QA score and comment quality
Team work/calls completed by deadline
Efficiency ratio (calls completed per hour)
Ambassador engagement and retention
Successful training completion and ramp-up outcomes
Skills & Qualifications
1+ years of team leadership or coaching experience preferred (remote environment preferred)
Strong communication and interpersonal skills — confident yet empathetic leadership style
Organized, proactive, and detail-oriented with excellent time management
Comfortable with data tracking and performance dashboards
Familiarity with call centers, customer service, or the auto repair industry a plus
Tech-savvy and adaptable to internal systems (Monday.com, Google Suite, etc.)
