Team Lead - Transfers - Customer Support/Service

Job Description

Job Description

We’re iPostal1 and we’re in growth mode!

This is an exciting time to join our team. Headquartered in Rockland County, N.Y., we are an established, cutting-edge leader in the digital mailbox industry. Our customer base is quickly growing and we’re looking for confident, upbeat, personable Customer Service professionals to support that growth in our Montebello, New York location.

We are currently seeking a Transfer Team Lead to serve as a subject matter expert in specialized services within the iPostal1 Transfer Team. This role requires a comprehensive understanding of our transfer process, particularly the operational procedures involved when one of our mail centers closes or ceases digital mail services. If you’re interested in working in a dynamic, fast-paced, and collaborative environment, this may be the opportunity for you!

* Please note this is an in-office role. Remote work is not available. There will be a two-week, paid training which starts on Day 1.

Key responsibilities include:

• Communicating with mail centers that are closing or discontinuing digital mail services to clearly outline their responsibilities and ensure a smooth and seamless transition for iPostal1 customers.

• Coordinating with active mail centers to determine their capacity and willingness to absorb transferred customers.

• Notifying affected customers of their upcoming store transfer, expected timelines, and available options.

• Responding to customer inquiries regarding the transfer process and their preferences.

• Facilitating the redirection of mail from closing locations to the new iPostal1 mail center selected by each customer.

• Ensuring the accurate and timely execution of these tasks while upholding high standards of customer satisfaction and maintaining strong relationships with mail center partners.

Specialized Transfer Services Support:

Transfer Operations Support Agents will handle various specialized services, ensuring accurate processing and high levels of customer and mail center satisfaction. Responsibilities may include, but are not limited to:

• Assisting customers with selecting mail center preferences and recording and processing their selection requests.

• Troubleshooting customer issues, including processing refunds.

• Managing temporary account holds, and providing customer support with task completion before transferring.

• Guiding customers with form support through the transfer process.

• Working closely with mail centers and internal teams to resolve service-related concerns.

• Obtaining information from USPS post offices and clearly communicating mail forwarding options to customers.

• Handling claims and escalations related to lost, delayed, or undelivered items, tracking and forwarding customer mail during and after their transfer.

• As business needs evolve, additional specialized tasks and operational responsibilities may be assigned.

Customer Support & Operational Efficiency:

• Efficiently handle customer inquiries and process service requests related to the above programs.

• Work closely with mail centers and internal teams to resolve issues and ensure seamless service delivery.

• Maintain up-to-date knowledge of each specialized service to provide expert guidance.

• Take on additional operational tasks and projects as needed to support evolving business needs.

• When specialized tasks are completed, transition to handling customer support through chat, email, and calls

Requirements :

• Strong active listening skills

• Ability to organize and manage a busy workload

• Quick learner of internal systems and processes

• Inquisitive and detail-oriented

• Results-driven mindset

• Strong work ethic

• Excellent verbal and written communication skills

• Previous experience in a lead capacity in a service-oriented or business support role preferred

iPostal1 is an Equal Opportunity employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, marital status, disability, military status, genetic information or any other category protected by law.