Customer Service Team Lead

About the role

Lead and develop a high-performing customer service team to deliver exceptional experiences. Collaborate across departments to streamline operations, resolve challenges, and maintain a customer-centric culture.

Responsibilities

• Mentor and coach Customer Service Representatives to meet performance and service standards.
• Manage daily workflows, ensure timely resolution of inquiries, and monitor team metrics for continuous improvement.
• Handle escalated customer issues professionally and serve as the point of contact for critical matters.
• Partner with internal departments to enhance processes and customer experience.
• Analyze service data, identify trends, and prepare reports for management to inform improvements.

Requirements

• 5+ years of relevant experience supporting similar responsibilities.
• Strong leadership, judgment, and decision-making skills.
• Customer-focused with a commitment to fostering a positive, team-oriented environment.
• Ability to adapt to changing work demands and support after-hours activities.
• Bachelor’s degree in business or related field; leadership training preferred.