Customer Service Lead

Customer Service LeadVego Garden is making gardening as accessible and sustainable as possible, while encouraging gardening to be an avenue for personal and community development!Since its successful launch in 2020, Vego Garden has quickly become the leading brand in raised garden beds and one of the fastest-growing consumer brands in the country. In just five years, our rapid growth has led to the establishment of a 200,000-square-foot headquarters and distribution center, along with a beautiful 5-acre farm.Today, Vego Garden proudly employs over 100 dedicated team members across the U.S. and internationally. Our high-quality raised garden beds are recognized for their durability, eco-friendly materials, and safety for both children and pets. We are proud to be partnering with Costco, ACE Hardware, Home Depot, Menards, Lowe's, Wayfair, and Amazon.We owe our success to our loyal customers and passionate team. Through our Vego Garden Kids and Giving Back Program, we have donated more than 3,500 garden beds to schools, underserved communities, and other philanthropic initiatives - helping to grow gardens and give back across the nation by making gardening easier anytime, anywhere!Vego Garden Inc. is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, ancestry, age, disability, veteran status, or marital status.Job Purpose:We are seeking a Customer Service Lead to join our team and help us provide exceptional support to our customers. This role focuses on coaching and mentoring a small but growing team, managing escalated customer issues, monitoring team performance metrics, and contributing to process improvements. Previous experience working in a high-volume, inbound call center is required.Essential Responsibilities:Lead, coach, and mentor the Customer Service team.Guide a customer service team, providing ongoing coaching and support.Foster collaboration, innovation, and a customer-first mindset.Support team development through regular feedback and skill building.Step in for the Customer Service Manager and/or Supervisor when needed, to maintain operation and service excellence.Handle escalated customer issues.Address complex or escalated customer inquiries with empathy and professionalism.Coach team members on handling challenging situations.Monitor team performance and metrics.Track key performance indicators such as response times, resolution rates, and customer satisfaction.Provide actionable feedback to improve performance and maintain service quality.Support process improvement initiatives.Offer feedback and insights from frontline experience to help refine workflows and improve efficiency.Assist with limited project work related to process enhancements.Technical and knowledge support.Serve as a resource for team members, demonstrating strong problem-solving skills and technical aptitude.Cross-department collaboration.Share customer feedback and insights with other departments to support product and service improvements.Perform all other duties as assigned.