Customer Service Team Lead

Managing day-to-day operations and quality across the Concierge team, the full-time Customer Service Team Lead will ensure consistent support via phone, chat, and email while focusing on coaching, quality assurance, and performance management in a remote environment. Key responsibilities Own operational coverage by ensuring consistent staffing and smooth operation of support channels, stepping in during escalations as needed Act as leadership support to the Supervisor by sharing team performance insights and contributing to coaching and performance management discussions Drive quality through coaching by providing feedback to Agents and reinforcing best practices to enhance their skills and confidence Required qualifications 2+ years of experience in customer support with demonstrated leadership abilities Experience with support platforms like Zendesk and Slack Proven ability to coach, train, and support team members in a fast-paced environment Highly organized and self-motivated, comfortable managing multiple priorities Ability to travel to in-person events quarterly or as business needs arise