Onsite Crew Lead

Job Overview

The Onsite Crew Lead is a working lead position responsible for performing assigned shift duties while providing day-to-day support to a small onsite crew. This role helps maintain smooth shift operations by answering crew member questions, communicating immediate needs, reinforcing workplace 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 related to attendance concerns, early departure requests, work-related injuries, associate complaints, client concerns, and other immediate operational needs.

Depending on the situation, the Crew Lead will report concerns to the Customer Success Director or client HR according to established procedures.

• Work assigned shift duties while maintaining awareness of crew activity, staffing needs, and immediate operational concerns.
• Serve as the primary point of contact for crew members during the shift.
• Escalate urgent or sensitive issues to the Customer Success Director or client HR depending on the nature of the concern and established procedures.
• Assist crew members with basic questions related to daily work expectations, shift assignments, break times, reporting procedures, and workplace rules.
• Help identify attendance concerns, call-offs, late arrivals, no-shows, and early departure requests, and communicate them promptly to the appropriate escalation contact.
• When 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 directed.
• Assist 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 details.
• Receive and upscale associate complaints, workplace concerns, or client-related issues in a professional, timely, and confidential manner.
• Maintain a calm and professional presence during shift disruptions, associate concerns, or service issues.
• Support communication between crew members, the Customer Success Director, client contacts, client HR, and internal team members as needed.
• Reinforce safety procedures, attendance expectations, conduct standards, and client site rules during the shift.
• Report safety hazards, policy violations, injuries, complaints, attendance issues, and other concerns according to company and client procedures.
• Help onboard or guide new crew members during the shift by answering basic questions and helping them understand where to report and who to contact.
• Maintain accurate notes or shift updates related to escalations, attendance concerns, injuries, complaints, or other relevant events.

• Act as the first point of escalation for crew members during the shift.
• Determine whether an issue can be addressed with basic shift-level guidance or must be escalated immediately.
• Notify the Customer Success Director of operational concerns, staffing issues, attendance disruptions, service concerns, safety hazards, and other company-related matters.
• Notify client HR or the appropriate client contact of workplace complaints, policy concerns, client-directed matters, injury-related reporting needs, or other issues requiring client involvement.
• Follow established reporting procedures and avoid making decisions outside assigned authority.
• Maintain confidentiality when handling associate concerns, complaints, injury details, attendance-related information, or client-sensitive matters.

• Prior experience in a warehouse, manufacturing, distribution, production, or similar onsite work environment preferred.
• Demonstrated reliability, punctuality, and ability to lead by example while working an assigned shift.
• Ability to perform the job requirements for the positions for which the crew lead provides oversight and support.
• Ability to communicate clearly and professionally with crew members, the Customer Success Director, client HR, and client contacts.
• Sound judgment and ability to recognize when an issue must be escalated.
• Ability to remain calm, respectful, and solution-focused when handling complaints, attendance issues, injuries, or urgent shift concerns.
• Basic documentation skills for shift notes, attendance updates, incident details, and escalation summaries.
• Ability to follow company policies, client site rules, safety requirements, and escalation procedures.

• Previous experience as a lead, trainer, senior crew member, or shift support resource.
• Strong interpersonal skills and ability to build trust with a small team.
• Strong verbal and written bilingual Spanish – English communication skills.
• Conflict-resolution skills and ability to redirect concerns through the proper channels.
• Customer service mindset with a sense of urgency and professionalism.
• Basic knowledge of workplace safety practices and incident…