Build the Future with Us — EquipmentShare is Hiring a Customer Support Team Lead

At EquipmentShare, we’re not just filling a role — we’re assembling the best team on the planet to build something that’s never been built before. We’re on a mission to transform an industry that’s been stuck in the past by empowering contractors and communities through innovative technology, real-time support, and a team that truly cares.

We’re hiring a Customer Support Team Lead for our Corporate HQ in Columbia, MO and we’re looking for someone who’s ready to grow with us, bring energy and drive to their work, and help us build the future of construction. The primary responsibility of the Customer Support Team Lead is to consistently provide exceptional service and support to EquipmentShare’s internal and external customers in a multi-channel environment. Establish and maintain excellent working relationships with rental markets and help facilitate support requests throughout EquipmentShare. As a primary customer-facing role, the ability to provide professional, exceptional, timely, and accurate service to internal and external customers is critical to the success of this position. As a team lead, you will become an expert resource for team members and assist leadership to ensure smooth team operations and effective collaboration. 

Primary Responsibilities

• Perform job duties in accordance with EquipmentShare’s vision, mission, and values.
• Assist the Customer Support Supervisor in ongoing coaching and development of Customer Support Specialists in all areas of performance. 
• Review and evaluate customer support interactions, such as calls, emails, chats, or tickets, to assess service quality.
• Provide guidance, coaching, and support to team members, ensuring they have the necessary resources and direction to perform their tasks effectively
• Attend scheduled meetings and gather information from meetings to share with the team if applicable.  
• In the absence of the Supervisor, hold team meetings as scheduled, including developing the necessary agenda for team meetings.
• In the absence of the Supervisor, complete monthly team one-on-ones, discussing the employees’ performance and addressing any areas of concern. 
• Continuously seek ways to improve the quality assurance process and team performance. 
• Assist in training of new team members as needed. 
• Provides workflow/process guidance and participates in the continued development of department training programs and helps develop policy and procedural documents. 
• Provide excellent customer service for EquipmentShare customers with clear answers to inquiries and appropriate referrals as needed.
• Respond to customer inquiries via telephone, chat, and email in an accurate, timely and professional manner, and within established quality and service standards.
• Gather information from customers to complete service requests through the Service Request Website.
• Complete Customer Call-Off requests through ES Admin on behalf of customers
• Gather new customer information and utilizing ES Max, complete new customer rental request or connect new customers with Territory Account Managers (TAM) in immediate situations
• Assist existing customers with rental requests by contacting their Territory Account Manager (TAM) or nearest branch. 
• Provide customers with answers regarding inventory and pricing utilizing the ES Website and ES Admin
• Process Payments for customers via credit card or ACH. 
• Provide customer invoice and statement copies at their request
• Gather information related to customer invoice disputes or credits and ensure the information is sent to the appropriate team.
• Provide customers with information on the credit application, including where to find the application online or sending an application directly to the customer via email.
• Provide information related to HR Inquiries and contact HR on customer’s behalf when necessary
• Answer job-related inquiries from potential applicants, including providing application instructions. 
• Ensure customer interactions are documented accurately and promptly for reference in ES Admin.
• Coordinate with internal teams, when necessary, to ensure customer needs are handled appropriately. 
• Show empathy towards customers, understanding their concerns, and reassuring them while assisting. 
• Complete Voice of Customer (VOC) reports to capture customer concerns.  
• Establish and maintain professional working relationships with internal and external customers and co-workers. 
• Manage time effectively to ensure productivity levels and turnaround times are within established servi