Job Description
The Customer Service Team Lead is responsible for guiding and developing a team of Customer Service Representatives, managing daily operations, resolving escalated issues, and collaborating across departments to enhance the customer experience and drive continuous improvement.
Key Responsibilities
- Lead, mentor, and coach Customer Service Representatives to meet performance goals and uphold service standards
- Manage daily workflows to ensure timely resolution of customer inquiries, order requests, and profile issues
- Monitor team metrics and implement improvement plans as needed
- Handle complex or escalated customer issues professionally and efficiently
- Collaborate with internal departments to streamline processes and enhance the customer experience
- Analyze service metrics, identify trends, and recommend process improvements
- Prepare detailed reports on service performance for senior management
Requirements
- Five years of professional experience in a similar position supporting similar responsibilities, including supporting a customer service team and handling customer inquiries, order requests, and profile issues.
- Demonstrated leadership capabilities with sound judgment and effective decision-making skills, including experience in leading, mentoring, and coaching team members to meet performance goals and uphold service standards.
- Highly team-oriented with a strong commitment to achieving shared goals and driving collective success.
- A strong focus on customer satisfaction and the ability to foster a customer-centric culture within the team.
- Flexibility to adapt work hours to meet business demands, including team coverage, product meetings, testing assignments, and after-hours support.
- Bachelor’s degree in business or a related field.
Benefits & Perks
Competitive total rewards strategy including industry-leading health and welfare benefits (medical, dental, vision, basic and supplemental life insurance for employees and their families)
401(k) and profit-sharing programs
Minimum of 80 hours of vacation leave
Twelve paid holidays throughout the calendar year
Ready to Apply?
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