Customer Service Team Lead

Job Summary:

The Customer Service Team Leader will be responsible for overseeing the day\-to\-day operations of our customer service team. This individual will manage workflow, provide guidance, and support to customer service representatives, and ensure that customer inquiries and orders are handled promptly and professionally.

Key Responsibilities:

​

•Develop and implement customer service policies and procedures.

•Monitor customer service representatives’ performance and provide ongoing coaching and feedback.

•Resolve customer complaints and inquiries in a timely and efficient manner.

•Analyze customer service trends and recommend improvements.

•Train and onboard new customer service representatives

•Monitor customer service representatives’ adherence to company policies and procedures.

•Ensure customer service representatives maintain a high level of customer service.

•Prepare and analyze customer service reports.

•Foster an environment of collaboration and teamwork among customer service representatives.

•Manage escalated calls to solve customers' concerns.

•Ensures metrics and SLAs are met.

Requirements

Qualifications:

• 2+ years in customer service, with team lead or supervisory experience.
  




• Strong leadership, coaching, and performance management skills.
  




• Excellent communication and problem\-solving abilities.
  




• Skilled in analyzing metrics, reporting, and implementing improvements.
  




• Proficient with CRM and customer service tools.
  




• Detail\-oriented, organized, and able to foster teamwork and collaboration.
  

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