Customer Service Lead

About the role

The Customer Service Lead supports the day-to-day execution of customer service operations across various channels, ensuring a consistent, high-quality customer experience. This role drives operational excellence, team performance, issue resolution, and continuous improvement.

Responsibilities

• Support execution of customer service standards across all customer touchpoints.
• Maintain and monitor customer feedback, complaints, and service trends, escalating recurring issues.
• Promote a customer-first mindset across daily operations.
• Monitor service queues, response times, resolution times, backlog, and escalations.
• Support quality assurance efforts and service-level performance.
• Analyze service metrics and trends to identify opportunities for improved performance.
• Resolve complex customer issues and escalations.
• Provide day-to-day guidance, coaching, and support to customer service representatives.
• Aid in onboarding, training, and knowledge-sharing activities.
• Foster a positive, collaborative, and customer-focused team culture.
• Identify workflow inefficiencies and recommend process improvements.
• Support adoption and optimization of customer service platforms, CRM tools, and knowledge management systems.
• Partner with leadership to improve reporting, documentation, and operational visibility.
• Drive initiatives that improve productivity, consistency, and customer outcomes.
• Collaborate with Operations, Supply Chain, Marketing, Sales, Product, and IT teams to resolve customer-impacting issues.
• Share customer insights and service trends to support business improvement efforts.
• Support the implementation of initiatives that enhance the overall customer experience.

Qualifications

• 4–6+ years of customer service, customer experience, ecommerce, or contact center experience.
• Previous experience serving as a team lead, senior representative, supervisor, or informal people leader preferred.
• Strong experience with CRM and customer service platforms.
• Demonstrated ability to manage escalations, prioritize competing demands, and drive issue resolution.
• Strong communication, coaching, problem-solving, and organizational skills.
• Bachelor's degree preferred or equivalent work experience.

About Us

The PurePlay business is a growing portfolio of purpose-driven water filtration brands and part of Culligan International, a private-equity held company based in Rosemont, Illinois. Our PurePlay brands serve a shared mission: to make clean, great-tasting, and contaminant-free water accessible in every household. APEC Water is our flagship brand, widely trusted by professionals and discerning consumers alike for its uncompromising performance, rigorous engineering, and industry-leading reverse osmosis systems. Express Water brings bold design and modern simplicity to everyday households, delivering powerful water filtration in sleek, user-friendly formats—designed for DIY installers and first-time buyers alike. CuZn extends our professional-grade portfolio with performance-focused specialty filters, while Pure Blue delivers reliable, accessible solutions tailored for value-seeking families looking for high-quality hydration with minimal complexity. Across the portfolio, we combine technical credibility with consumer-first thinking—creating products that are engineered to perform, built to last, and positioned to win in every channel.

Pay

Target Salary Range: $110,000 - $130,000 per year plus bonus. Exact pay will be based on factors including, but not limited to, relevant education, qualifications, certifications, experience, level, geographic location, and business and organizational needs.