Customer Service Team Lead

Job Description

Job Description

Customer Service Lead

Pay Rate: $22–$24/hour DOE

We are seeking an experienced Customer Service Lead/Manager to oversee daily customer service operations while supporting the performance and development of a customer service team. This position will monitor service levels, call quality, productivity, and key performance indicators to help maintain a consistent and positive customer experience.

The ideal candidate will have experience leading customer service employees, reviewing performance metrics, coaching team members, and identifying opportunities for continued improvement.

Key Responsibilities

• Oversee and support the daily activities of a customer service team.
• Assign responsibilities, monitor performance, and provide ongoing feedback to team members.
• Track and review key performance indicators related to call activity, responsiveness, productivity, and service quality.
• Review customer interactions and calls to evaluate quality and identify coaching opportunities.
• Provide ongoing training, coaching, and performance feedback to customer service representatives.
• Lead regular team meetings to review performance, expectations, goals, process updates, and areas for improvement.
• Identify performance trends and recommend additional training or process improvements as needed.
• Assist with complex or escalated customer inquiries and work toward timely resolutions.
• Prepare reports related to team performance, customer feedback, and departmental metrics.
• Support the onboarding and continued development of new and existing team members.
• Perform customer service responsibilities as needed to support daily operations.
• Ensure customer service activities follow established company policies, procedures, and service standards.

Qualifications

• Previous customer service experience required.
• Prior lead, supervisory, or management experience strongly preferred.
• Experience coaching employees and providing performance feedback.
• Comfortable monitoring KPIs, call quality, and productivity metrics.
• Strong communication, organization, and problem-solving skills.
• Ability to handle escalated customer concerns professionally.
• Comfortable working in a fast-paced, service-focused environment.

Tri-Starr Talent has been a trusted leader in San Antonio’s staffing and professional recruiting community for more than 30 years, helping connect talented professionals with respected employers across a wide range of industries. With deep local relationships, extensive recruiting experience, and a strong understanding of the San Antonio market, our team is committed to helping job seekers navigate their search with greater clarity and access to meaningful opportunities.

Tri-Starr Talent is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.

Company Description

Tri-Starr Talent has been a trusted leader in San Antonio’s staffing and professional recruiting community for more than 30 years, helping connect talented professionals with respected employers across a wide range of industries. With deep local relationships, extensive recruiting experience, and a strong understanding of the San Antonio market, our team is committed to helping job seekers navigate their search with greater clarity and access to meaningful opportunities.\n\nTri-Starr Talent is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.