Customer Service Team Leader

This is a fully remote position, open to applicants in Florida, +5 more states.

📋 Description

• Lead, inspire, and encourage a team of Customer Service Associates.

• Oversee team performance in relation to customer service, productivity, quality, and operational objectives.

• Provide ongoing coaching, constructive feedback, and performance assistance.

• Conduct team meetings, one-on-one sessions, and performance evaluations.

• Review customer interactions to ensure quality and compliance with service standards.

• Assist agents with complex or escalated customer issues.

• Identify recurring customer challenges and propose effective solutions.

• Collaborate with Operations and other stakeholders to enhance service opportunities.

• Ensure team compliance with established processes, policies, and procedures.

• Monitor attendance, productivity, quality, and other crucial performance indicators.

• Acknowledge exceptional performance and foster a positive team atmosphere.

• Facilitate training, onboarding, and ongoing development.

• Exemplify outstanding customer service and cultivate a positive team culture.

⛳️ Requirements

• Prior experience in a call center or contact center environment.

• Previous experience in a Team Lead, Supervisor, or similar leadership role.

• Strong background in customer service operations.

• Excellent verbal and written communication skills in English.

• Proficient in coaching, mentoring, and managing individuals.

• Capability to manage performance and deliver constructive feedback.

• Strong problem-solving and decision-making abilities.

• Comfortable working with performance metrics and key performance indicators (KPIs).

• Ability to handle escalations with professionalism and efficacy.

• Strong organizational skills and ability to multitask.

• Comfortable navigating multiple systems and applications.

• Ability to work independently in a remote setting.

• Must reside in Ohio, Florida, Georgia, Texas, North Carolina, Wisconsin, or Michigan.

• Availability to work from 8:00 AM to 5:00 PM PST, Monday to Friday.

🏝️ Benefits

• Fully Remote Work Setup — Enjoy working from the comfort of your home.

• Comprehensive Benefits — Medical, dental, vision, and additional benefits available the first of the month after 60 days.

• Paid Time Off (PTO).

• 401(k) Retirement Plan — Become eligible after 6 months of employment.

• Fixed Weekends Off.

• Opportunities for Career Growth & Development.

• A customer-focused team environment.

• No commuting and no office hassle.