Four roles with stated responsibilities. You always know who you report to, what is expected of you, and what the next step looks like.
The core of the team. Works the leads assigned to them and keeps every conversation honest and on record.
Guides a small group of associates day to day and is answerable for how that team behaves.
Supervises Team Leaders, keeps standards consistent across teams and reviews anything that gets escalated.
Oversight of the whole operation — accounts, records, payouts and the policies everyone works under.
Anything you can't settle at one level goes up to the next. Using the line is never held against you.
Moving up is based on consistency, quality of work and conduct — not on how long you've been here, and not on who you know.
Where everyone starts. Learn the process, build a calling rhythm and get comfortable with the portal.
Considered for associates who are consistent, follow the code of conduct and already help the people around them.
Considered for Team Leaders who run steady teams over a long period and handle escalations well.
Each month the strongest performers across teams are named and recognised.
Team and individual standings are visible in the team portal, so you always know where you stand.
The people considered for a Team Leader role are the ones already supporting others well.
To be clear: a promotion is a decision, not an entitlement. We tell you what's expected at the next level and give you honest feedback on where you are — but we won't promise a role we can't hand out.
Start with your Team Leader — most things are settled there. If it isn't resolved, or the problem is with your Team Leader, write to us directly and a Moderator or Admin will look at it.
