Customer Service Lead
Core
Lead and enhance customer service operations, develop support policies, track KPIs, and manage case/complaint resolution for customers in the emergency communications and life safety industry.
Role type
Senior Customer Service Lead (Team Lead)
Builds
Customer support policies, dashboards (PowerBI, Salesforce), and team performance
Domain
Emergency communications and life safety
Deliverable
dashboards & analysis
Required skills
Customer service leadership, KPI tracking, case management, complaint resolution, team development, process improvement, stakeholder communication
Preferred skills
Bachelor's degree, prior team leadership experience
Technologies
PowerBI, Salesforce
Responsibilities
Develop and implement customer service policies and procedures; oversee case management and complaint review processes; track and achieve critical KPIs; provide regular feedback and one-on-one meetings to team members; ensure seamless new customer onboarding; collaborate with other departments to drive process improvements.
Seniority
Senior, hands-on IC with team leadership