Customer Service Team Lead

Customer Service Team Lead

365 Retail Markets is the most trusted global provider of unattended retail technology, delivering conveniently smart self-service solutions since 2008. The company's all-in-one platform powers retail spaces across food service, global retail, and hospitality with a comprehensive suite of frictionless smart stores, micro markets, vending, catering, and dining point-of-sale options. These technologies can be found worldwide in corporate offices, manufacturing and distribution facilities, educational campuses, hotels, and beyond.

As a nine-time honoree on the Inc. 5000 list of fastest-growing companies in the United States, and with a continually expanding global presence, 365 Retail Markets is committed to growth, innovation, and providing superior, integrated technology that meets the evolving needs of its customers and consumers.

The Customer Service Team Lead is a leadership role responsible for supporting the Customer Service team in delivering exceptional customer experiences while driving operational excellence. This position partners closely with the Customer Service Team Supervisor to coach, mentor, and support team members in achieving performance goals, key performance indicators (KPIs), and service standards. In addition to maintaining the responsibilities of a Client Service Specialist, the Team Lead serves as a primary escalation point for complex customer issues, assists with onboarding and training on new processes and features, provides guidance on challenging support inquiries, and contributes to special projects that support departmental and organizational objectives.

Responsibilities:

• Continued responsibilities of Client Service Specialist.
• Helping Team Supervisor(s) ensure your assigned team regularly meets goals assigned by management.
• Helping Team Supervisor(s) ensure your assigned team regularly meets Weekly, Monthly, Quarterly, and Annual KPI or other performance metrics assigned by management
• Helping Team Supervisor(s) ensure your assigned team understands and is trained on new processes and features
• Act as an escalation point for customer issues and/or questions
• Helping team members answer difficult support questions.
• Be part of special projects as needed and dictated by the Manager.

Requirements:

• Must have a minimum of six (6) months of experience working within or in direct support of the Customer Service team.
• Must have maintained a satisfactory disciplinary record, with no verbal or written corrective actions within the past six (6) months.
• Must have achieved satisfactory quality performance, with no failing Call or Case Calibration scores within the past six (6) months.
• Must have maintained a strong customer service record, with no substantiated customer or internal complaints within the past six (6) months.
• Consistently meets or exceeds established Key Performance Indicators (KPIs) and other performance expectations established by management.
• Demonstrates strong leadership potential through a willingness and ability to mentor, support, and assist fellow Client Service Representatives while fostering a collaborative team environment.