Customer Service Team Lead
Core
Lead and mentor a team of Customer Service Representatives to deliver exceptional customer experiences and resolve inquiries.
Role type
Senior IC Customer Service Team Lead
Builds
Customer support operations and team performance
Domain
Customer Service / Support Operations
Deliverable
client delivery
Required skills
Team leadership, performance management, operational oversight, escalation handling, cross-functional collaboration, process improvement, data analysis, reporting, stakeholder management
Preferred skills
Leadership training, goal setting, coaching
Technologies
None stated
Responsibilities
Mentor and coach CSRs to meet performance goals; manage daily workflows and monitor team metrics; handle complex escalated customer issues; partner with internal departments to streamline processes; analyze service metrics and prepare reports for senior management.
Seniority
Senior, hands-on IC