Customer Service Team Lead

<p><strong>Overview</strong></p> <p>Use your leadership and customer service expertise to empower a team that delivers exceptional experiences. As Customer Service Team Lead, you’ll guide a high-performing group of Customer Service Representatives, fostering a culture of excellence, accountability, and continuous improvement. You’ll collaborate with different departments to streamline operations, resolve challenges, and ensure every customer interaction reflects our commitment to outstanding service.</p> <p>This role offers the opportunity to lead with purpose, grow professionally, and make a meaningful impact on how we serve our customers.</p> <p><strong>Responsibilities</strong></p> <ul> <li><strong>Team Leadership &amp; Development </strong>Lead, mentor, and coach CSRs to meet performance goals and uphold service standards. Conduct regular feedback sessions, goal setting, and performance reviews.</li> <li><strong>Operational Oversight </strong>Manage daily workflows, ensuring timely resolution of customer inquiries, order requests, and profile issues. Monitor team metrics and implement improvement plans as needed.</li> <li><strong>Escalation Management</strong> Handle complex or escalated customer issues with professionalism and efficiency. Serve as the escalation point for critical matters</li> <li><strong>Cross-Functional Collaboration</strong> Partner with internal departments (such as product, sales, support) to streamline processes and enhance the customer experience.</li> <li><strong>Process Improvement &amp; Reporting</strong> Analyze service metrics, identify trends, and recommend improvements. Prepare detailed reports for senior management.</li> </ul> <p><strong>Requirements</strong></p> <ul> <li>5+ years of professional experience in a similar position, supporting similar responsibilities</li> <li>Demonstrated leadership capabilities with sound judgment and effective decision-making skills</li> <li>Highly team-oriented with a strong commitment to achieving shared goals and driving collective success</li> <li>A strong focus on customer satisfaction and the ability to foster a customer-centric culture within the team</li> <li>Flexibility to adapt work hours to meet business demands, including team coverage, product meetings, testing assignments, and after-hours support</li> <li>Visa sponsorship is not available for this posting. Applicants must be authorized to work for any employer in the U.S.</li> <li>Bachelor’s degree in business or related field</li> </ul> <p><strong>Recommended Qualifications</strong></p> <ul> <li>Experience or training in leadership to guide and motiva