Customer Service- Team Lead

Customer Service- Team Lead

The Team Lead CSR is responsible for overseeing daily customer service operations, supporting CSR team members, and ensuring high-quality customer interactions. This role serves as the first point of escalation for customer concerns while driving team performance, productivity, and service excellence. The ideal candidate is a strong communicator with leadership experience and a customer-focused mindset.

Key Responsibilities

• Mentor, train and support a team of Customer Service Representatives to achieve performance goals and service standards
• Monitor daily operations including call handling, email support, ticket resolution, and response times
• Provide coaching, mentoring, and ongoing training to team members
• Handle escalated customer inquiries and resolve complex issues professionally and efficiently
• Conduct quality assurance reviews and provide constructive feedback to improve performance
• Collaborate with management to implement process improvements and enhance customer experience
• Maintain accurate customer records and ensure compliance with company policies and procedures
• Support Onboarding and training of new customer service staff
• Prepare reports and communicate team performance updates to leadership

Qualifications

• Bachelor's degree preferred or equivalent work experience
• 5+ years of customer service experience
• Prior leadership or supervisory experience preferred
• Strong communication, interpersonal, and conflict resolution skills
• Ability to multitask and work in a fast-paced environment
• Proficiency with CRM systems, Microsoft Office Suite, and customer support tools
• Strong problem-solving and decision-making abilities
• Detail-oriented with excellent organizational skills

Preferred Skills

• Experience in call center, retail, or service industry environments
• Ability to motivate teams effectively
• Strong analytical and reporting capabilities
• Customer-first mindset with a focus on service excellence

Work Environment

• 100% onsite role
• Flexible schedule availability may be required as per business requirements.

Compensation & Benefits

• Competitive salary
• Paid time off and holidays
• Professional development and growth opportunities