Call Center Customer Service Lead

The Customer Service Lead at The Hair Shop is a customer-facing leadership role responsible for delivering exceptional service, resolving customer issues efficiently, and ensuring high-quality support before escalation. This role acts as a key point of contact for customer concerns while supporting Customer Service Representatives in daily operations. The Customer Service Lead also partners with the Customer Service Manager by providing operational insights, identifying recurring issues, and supporting performance and service improvements. This role is critical to maintaining customer satisfaction, service consistency, and strong team performance. Essential Functions Customer Service Operations Manage daily CS operations across tickets, chat, and phone channels Handle escalations and high-priority customer cases Ensure accurate and timely processing of orders, payments, shipping labels, reshipments, returns, and refunds Verify accuracy of new customer account entries Support resolution of customer issues across all channels Train, coach, and support Customer Service Representatives Monitor interactions for quality assurance and provide feedback Assist with onboarding of new CS team members Support CS Manager with performance evaluations and documentation Performance & Quality Management Monitor KPIs including response time, resolution time, and CSAT identify recurring customer issues and recommend process improvements Log and report operational issues, trends, and incidents to management Maintain and update FAQ and internal knowledge resources Additional Responsibilities Support promotional and operational initiatives as needed Communicate staff updates, incidents, and operational changes to management Perform any other duties assigned by management Education & Experience Requirements Associate degree or some college coursework completed 4+ years of Call Center or Customer Service experience 1+ years of lead or management experience Experience with ZenDesk, Ecommerce, and Fulfilment software. Knowledge & Skill Requirements Strong understanding of company policies, processes, and service standards Proficiency in Microsoft Office (Word, Excel) and Zendesk Strong communication, leadership, and interpersonal skills Ability to multitask in a fast-paced environment Strong problem-solving and critical thinking skills Ability to manage escalations and difficult customer interactions Data literacy for interpreting KPIs and identifying trends Strong organizational and documentation skills Coaching and team development abilities Customer-first mindset with ability to balance policy and empathy Ownership mindset, accountability, and adaptability Spanish speaking preferred but not required #J-18808-Ljbffr The Hair Shop