Customer Service Team Leader

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

📋 Description

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

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

• Provide ongoing coaching, feedback, and performance assistance.

• Conduct team meetings, individual discussions, and performance evaluations.

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

• Support agents with escalated or intricate customer issues.

• Identify patterns and recurring customer challenges and propose solutions.

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

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

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

• Acknowledge exceptional performance and foster a positive team atmosphere.

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

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

⛳️ Requirements

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

• Prior experience as a Team Lead, Supervisor, or in a similar leadership position.

• Extensive background in customer service operations.

• Exceptional verbal and written communication skills in English.

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

• Capability to manage performance and deliver constructive feedback.

• Excellent problem-solving and decision-making capabilities.

• Comfortable working with performance metrics and key performance indicators.

• 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.

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

🏝️ Benefits

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

• Medical, dental, vision, and additional benefits starting the first of the month after 60 days.

• Paid Time Off (PTO).

• 401(k) Retirement Plan, with eligibility after 6 months of employment.

• Fixed weekends off.

• Opportunities for Career Growth & Development.

• Chance to contribute to the success of a growing U.S. specialty coffee and beverage retail business.

• A customer-oriented team environment.