Onsite Crew Lead

Job OverviewThe Onsite Crew Lead is a working lead position responsible for performing assigned shift dutieswhile providing day-to-day support to a small onsite crew. This role helps maintain smooth shiftoperations by answering crew member questions, communicating immediate needs, reinforcingworkplace expectations, and serving as the first point of escalation for crew members during the shift.The Onsite Crew Lead provides shift-level leadership, communication, and escalation support relatedto attendance concerns, early departure requests, work-related injuries, associate complaints, clientconcerns, and other immediate operational needs. Depending on the situation, the Crew Lead willreport concerns to the Customer Success Director or client HR according to established procedures.Key ResponsibilitiesWork assigned shift duties while maintaining awareness of crew activity, staffing needs, and immediate operational concernsServe as the primary point of contact for crew members during the shiftEscalate urgent or sensitive issues to the Customer Success Director or client HR depending on the nature of the concern and established proceduresAssist crew members with basic questions related to daily work expectations, shift assignments, break times, reporting procedures, and workplace rulesHelp identify attendance concerns, call-offs, late arrivals, no-shows, and early departure requests, and communicate them promptly to the appropriate escalation contactWhen a crew member requests to leave early, gather basic information, notify the Customer Success Director or client HR as appropriate, and help ensure proper coverage or handoff when directedAssist with initial response to work-related injuries by ensuring the associate receives immediate attention, notifying the appropriate escalation contact, following site procedures, and helping document required detailsReceive and escalate associate complaints, workplace concerns, or client-related issues in a professional, timely, and confidential mannerMaintain a calm and professional presence during shift disruptions, associate concerns, or service issuesSupport communication between crew members, the Customer Success Director, client contacts, client HR, and internal team members as neededReinforce safety procedures, attendance expectations, conduct standards, and client site rules during the shiftReport safety hazards, policy violations, injuries, complaints, attendance issues, and other concerns according to company and client proceduresHelp onboard or guide new crew members during the shift by answering basic questions and helping them understand where to report and who to contactMaintain accurate notes or shift updates related to escalations, attendance concerns, injuries, complaints, or other relevant eventsEscalation ResponsibilitiesAct as the first point of escalation for crew members during the shiftDetermine whether an issue can be addressed with basic shift-level guidance or must be escalated immediatelyNotify the Customer Success Director of operational concerns, staffing issues, attendance disruptions, service concerns, safety hazards, and other company-related mattersNotify client HR or the appropriate client contact of workplace complaints, policy concerns, client-directed matters, injury-related reporting needs, or other issues requiring client involvementFollow established reporting procedures and avoid making decisions outside assigned authorityMaintain confidentiality when handling associate concerns, complaints, injury details, attendance-related information, or client-sensitive mattersQualificationsPrior experience in a warehouse, manufacturing, distribution, production, or similar onsite work environment preferredDemonstrated reliability, punctuality, and ability to lead by example while working an assigned shiftAbility to perform the job requirements for the positions for which the crew lead provides oversight and supportAbility to communicate clearly and professionally with crew members, the Customer Success Director, client HR, and client contactsSound judgment and ability to recognize when an issue must be escalatedAbility to remain calm, respectful, and solution-focused when handling complaints, attendance issues, injuries, or urgent shift concernsBasic documentation skills for shift notes, attendance updates, incident details, and escalation summariesAbility to follow company policies, client site rules, safety requirements, and escalation proceduresPreferred SkillsPrevious experience as a lead, trainer, senior crew member, or shift support resourceStrong interpersonal skills and ability to build trust with a small teamStrong verbal and written bilingual Spanish – English communication skillsConflict-resolution skills and ability to redirect concerns through the proper channelsCustomer service mindset with a sense of urgency and professionalismBasic knowledge of workplace safety practices and incident reporting expectationsBilingual Spanish/English communication skills preferred, depending on site needsWork EnvironmentThis position is based onsite at a client work location and supports a small crew during an assigned shiftThe Crew Lead is expected to perform regular work duties while also providing shift-level communication and escalation support to the Customer Success Director or client HR as appropriateThe role may require standing, walking, bending, lifting, or moving throughout the work area depending on assignment requirementsThe work environment may include warehouse, manufacturing, production, distribution, or similar operational settingsPowered by JazzHRLyawq3fPhQ