Customer Service Team Leader
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Job Description
Customer Service Team Leader leading customer support teams for a growing specialty coffee and beverage retailer. Coaching associates, managing KPIs, and resolving escalated customer concerns.
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.
- Collaborate 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 team-member 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.
- Willingness to work 8:00 AM–5:00 PM PST, Monday–Friday.
Benefits:
- Fully Remote Work Setup — Work from the comfort of your home.
- 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.
- Opportunity to support a growing U.S. specialty coffee and beverage retail business.
- Customer-focused team environment.
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