Customer Service Team Leader
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Job Description
Customer Service Team Leader guiding remote support teams for a growing specialty coffee and beverage retailer. Coaching associates, managing KPIs, and elevating customer experiences.
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 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 a positive team environment
- Support training, onboarding, and continuous development
- Model 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
- Must be located in Ohio, Florida, Georgia, Texas, North Carolina, Wisconsin, or Michigan
- Willingness to work 8:00 AM–5:00 PM PST, Monday–Friday
Benefits:
- Fully Remote Work Setup — Work from the comfort of your home
- Comprehensive Benefits — Medical, dental, vision, and ancillary benefits effective the first of the month after 60 days
- Paid Time Off (PTO)
- 401(k) Retirement Plan — Eligible after 6 months of employment
- Fixed Weekends Off
- Career Growth & Development
- Customer-focused team environment
- No commute and no office
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