Job Title

Were looking for a Customer Service Team Lead to support, coach, and inspire a team of customer service professionals while ensuring an exceptional customer experience. This is a hands-on leadership role ideal for someone who enjoys balancing people leadership with day-to-day operational support. Youll act as the first point of escalation for both customers and team members, help maintain service-level standards, and contribute to ongoing process improvements. Key Responsibilities Lead, coach, and support a team of Customer Service Representatives to meet performance and service goals Monitor daily workloads and help prioritize inquiries to ensure timely resolution Act as an escalation point for complex or sensitive customer issues Provide real-time feedback, coaching, and performance support to team members Assist with onboarding and training of new hires Track KPIs and team metrics, and report insights to management Collaborate with other departments to resolve issues and improve customer experience Identify opportunities for process improvements and operational efficiencies Lead by example by occasionally handling customer inquiries when needed Required Qualifications 24+ years of customer service experience Previous experience in a senior, lead, or supervisory customer service role Strong communication and interpersonal skills Proven ability to coach, motivate, and develop team members Comfortable handling escalations and difficult conversations Strong problem-solving and organizational skills Proficiency with CRM systems and Microsoft Office (or Google Workspace)