Customer Service Team Leader
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Job Description
Remote Customer Service Team Leader guiding associates for a fast-growing specialty coffee and beverage retailer. Coaching performance, resolving escalations, and improving customer experience.
Responsibilities:
- Lead, coach, and motivate a team of Customer Service Associates
- Monitor team performance against customer service, productivity, quality, and operational goals
- Provide regular coaching, feedback, and performance support
- Conduct team huddles, one-on-ones, and performance discussions
- Monitor customer interactions for quality and adherence to service standards
- Assist agents with escalated or complex customer concerns
- Identify trends and recurring customer issues and recommend solutions
- Work with Operations and other stakeholders to address service opportunities
- Ensure team members follow established processes, policies, and procedures
- Track attendance, productivity, quality, and other key performance indicators
- Recognize strong performance and create an engaging, positive team environment
- Support training, onboarding, and continuous development of team members
- Serve as a role model for exceptional customer service and positive team culture
Requirements:
- Previous call center / contact center experience
- Previous experience as a Team Lead, Supervisor, or equivalent people-leadership role
- Strong experience in customer service operations
- Excellent verbal and written English communication skills
- Strong coaching, mentoring, and people-management skills
- Ability to manage performance and provide constructive feedback
- Strong problem-solving and decision-making skills
- Comfortable working with performance metrics and KPIs
- Ability to handle escalations professionally and effectively
- Strong organizational and multitasking skills
- Comfortable working with multiple systems and applications
- Ability to work independently in a remote environment
- Willingness to work 8:00 AM–5:00 PM PST, Monday–Friday
Benefits:
- Remote work opportunity
- Consistent Monday–Friday schedule
- Fixed weekends off
- Collaborative and energetic work culture
- Opportunity for professional growth and leadership development
- Direct impact on customer experience and team performance
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