Team Lead/Supervisor - Customer Service Transfer Team

About the role

We’re iPostal1, an established, cutting-edge leader in the digital mailbox industry headquartered in Rockland County, N.Y. We’re in growth mode and seeking a Transfer Team Lead to serve as a subject matter expert in specialized services within the iPostal1 Transfer Team. This in-office role, based in Montebello, NY, requires a comprehensive understanding of our transfer process, particularly the operational procedures involved when one of our mail centers closes or ceases digital mail services. Remote work is not available. A two-week, paid training starts on Day 1.

Responsibilities

• Communicate with mail centers that are closing or discontinuing digital mail services to outline their responsibilities and ensure a smooth transition for iPostal1 customers.
• Coordinate with active mail centers to determine their capacity and willingness to absorb transferred customers.
• Notify affected customers of their upcoming store transfer, expected timelines, and available options.
• Respond to customer inquiries regarding the transfer process and their preferences.
• Facilitate the redirection of mail from closing locations to the new iPostal1 mail center selected by each customer.
• Ensure accurate and timely execution of tasks while upholding high standards of customer satisfaction and maintaining strong relationships with mail center partners.

Specialized Transfer Services Support

• Assist customers with selecting mail center preferences and record and process their selection requests.
• Troubleshoot customer issues, including processing refunds.
• Manage temporary account holds and provide customer support with task completion before transferring.
• Guide customers with form support through the transfer process.
• Work closely with mail centers and internal teams to resolve service-related concerns.
• Obtain information from USPS post offices and communicate mail forwarding options to customers.
• Handle claims and escalations related to lost, delayed, or undelivered items, tracking and forwarding customer mail during and after their transfer.
• Perform additional specialized tasks and operational responsibilities as business needs evolve.

Customer Support & Operational Efficiency

• Efficiently handle customer inquiries and process service requests related to specialized programs.
• Work closely with mail centers and internal teams to resolve issues and ensure seamless service delivery.
• Maintain up-to-date knowledge of each specialized service to provide expert guidance.
• Take on additional operational tasks and projects as needed to support evolving business needs.
• When specialized tasks are completed, transition to handling customer support through chat, email, and calls.

Requirements

• Strong active listening skills.
• Ability to organize and manage a busy workload.
• Quick learner of internal systems and processes.
• Inquisitive and detail-oriented.
• Results-driven mindset.
• Strong work ethic.
• Excellent verbal and written communication skills.
• Previous experience in a lead capacity in a service-oriented or business support role preferred.