Customer Service Lead

Responsibilities

• Provide daily guidance, coaching, and support to Customer Service Representatives to ensure productivity, quality, and customer satisfaction goals are met.
• Monitor team performance, identify opportunities for improvement, and provide constructive feedback and coaching.
• Aid in onboarding and training new team members on customer service procedures, systems, and company policies.
• Assist with escalated customer concerns and assist team members with complex cases.
• Handle escalated customer inquiries and complaints with professionalism, empathy, and effective problem-solving.
• Ensure customers receive timely, accurate, and consistent support across all communication channels.
• Identify recurring customer issues and collaborate with internal teams to improve customer satisfaction.
• Monitor customer feedback and recommend solutions to improve the overall customer experience.
• Assist with maintaining and improving customer service workflows, SOPs, and knowledge resources.
• Review customer service metrics, including response times, resolution rates, customer satisfaction scores, and ticket volume trends.
• Partner with Customer Service leadership to implement process improvements and improve team efficiency.
• Support Zendesk/help center updates, including macros, templates, and customer-facing resources.
• Identify opportunities to improve automation, documentation, and customer support tools.
• Work closely with Operations, Product, E-Commerce, and other departments to resolve customer issues and improve processes.
• Communicate customer insights and trends to relevant teams to support product and service improvements.
• Assist with special projects related to customer experience initiatives.

Qualifications

• 3+ years of customer service experience, with experience in a lead, senior representative, or supervisory capacity preferred.
• Strong understanding of customer service operations, ticket management systems, and support workflows.
• Experience with Zendesk or similar customer support platforms preferred.
• Excellent communication, leadership, and interpersonal skills.
• Strong problem-solving skills with the ability to handle difficult customer situations professionally.
• Ability to analyze customer service data and identify trends or improvement opportunities.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience training, coaching, or mentoring team members preferred.
• Proficiency with Microsoft Office Suite and customer service tools.