The Lead performs and understands the core Client Ambassador responsibilities while leading the team, owning call center performance, becoming a subject-matter expert in the systems that connect the client journey, training to both the systems and the OrangeTwist experience, reporting weekly KPIs, anticipating sales-cycle needs and resolving client and team escalations. Serve as a subject-matter expert in the systems, workflows and tools that connect clients to OrangeTwist; understand how scheduling, leads, communications, promotions, memberships and center operations work together.