Nesting Team Lead

Responsibilities

• Provide hands-on support and coaching to new Customer Service Representatives during the nesting period.
• Monitor live calls, emails, or other customer interactions depending on business needs.
• Deliver real-time coaching, side-by-side support, and post-interaction feedback.
• Help new hires build confidence using systems, processes, scripts, knowledge bases, and customer service standards.
• Reinforce training concepts and ensure consistent application in live customer situations.
• Performance Management: Track new hire performance against nesting expectations, including quality, attendance, schedule adherence, productivity, customer satisfaction, and call handling.
• Identify skill gaps and create focused coaching plans for individuals or groups.
• Provide daily or weekly performance updates to Training and CS leadership.
• Escalate concerns when a new hire may need additional support, extended nesting, or performance intervention.
• Recognize strong performance and help prepare high-performing new hires for full production.
• Share regular performance updates with leadership.
• Quality and Customer Experience: Review customer interactions for accuracy, professionalism, empathy, compliance, and resolution quality.
• Partner with Quality Assurance, Training, and Operations to ensure feedback is aligned.
• Ensure new hires understand the connection between customer experience, policy accuracy, and business outcomes.
• Model excellent customer service behaviors and de-escalation techniques.
• Team Leadership: Create a supportive, structured, and engaging nesting environment.
• Lead role plays, check-ins, skill refreshers, and end-of-day recaps.
• Encourage accountability while maintaining a safe learning space.
• Serve as the first point of contact for questions, process clarification, and live customer scenario support.
• Promote teamwork, engagement, and a positive onboarding experience.
• Cross-Functional Partnership: Partner with Trainers to provide feedback on training effectiveness, knowledge gaps, and onboarding improvements.
• Work with Operations leaders to ensure nesting expectations align with production standards.
• Share trends, process confusion, system issues, and recurring customer scenarios with appropriate departments.

Qualifications

• Strong understanding of customer service metrics, quality expectations, and call/contact handling standards.
• Ability to coach others with patience, clarity, and professionalism.
• Strong communication, problem-solving, and decision-making skills.
• Comfortable using multiple systems while assisting team members in real time.
• Ability to remain calm and supportive in high-volume or high-pressure situations.
• Reliable attendance and professionalism.

Preferred Qualifications

• Previous experience as a Team Lead, Trainer, Mentor, SME, Quality Analyst, or Lead CSR.
• Experience supporting new hire nesting or onboarding.
• Familiarity with contact center platforms such as Five9, Verint, Zendesk, Salesforce, or similar systems.
• Experience with voice, chat, text, email, billing, scheduling, retention, or escalated customer interactions.

What Success Looks Like

• New hires successfully transition to production-ready performance.
• Measurable improvement in quality, confidence, and productivity.
• Reduced repeat questions and errors during onboarding.
• Achievement of nesting performance benchmarks.
• Positive new hire experience and engagement.
• Clear communication of trends and opportunities to leadership.

What We Offer

• Starting pay at $20 - $22/hr.
• Full-time hours 8:30 AM - 5 PM M-F.
• PTO / Paid Holidays.
• Health Insurance including Medical, Dental, and Vision.
• 401k Employee Stock Purchase Plan.

Benefits

• Equal Opportunity / Protected Veterans / Individuals with Disabilities Employer