Customer Service Team Leader

This is a fully remote position, open to applicants in Ohio.

📋 Description

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

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

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

• Facilitate team huddles, individual meetings, and performance evaluations.

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

• Support agents with escalated or complex customer issues.

• Identify patterns and recurring customer challenges while proposing solutions.

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

• Ensure adherence to established processes, policies, and procedures by team members.

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

• Acknowledge outstanding performance and foster a positive, engaging team atmosphere.

• Assist in the training, onboarding, and ongoing development of team members.

• Act as a role model for exceptional customer service and a positive team culture.

⛳️ Requirements

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

• Previous role as a Team Lead, Supervisor, or comparable leadership position.

• Strong background in customer service operations.

• Excellent verbal and written communication skills in English.

• Strong abilities in coaching, mentoring, and managing personnel.

• Capacity to manage performance and deliver constructive feedback.

• Strong problem-solving and decision-making capabilities.

• Comfortable working with performance metrics and KPIs.

• Proficient in handling escalations in a professional and effective manner.

• Strong organizational skills and ability to multitask.

• Familiarity with multiple systems and applications.

• Ability to work independently in a remote setting.

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

🏝️ Benefits

• Opportunity to work remotely.

• Consistent Monday to Friday work schedule.

• Fixed weekends off.

• Dynamic and collaborative work culture.

• Opportunities for professional advancement and leadership training.

• Direct influence on customer experience and team performance.