About the role
Customer Service Lead We are seeking a Customer Service Lead to support and guide our Customer Service team in delivering an exceptional customer experience. This role will serve as a key point of contact between customer service representatives, leadership, and cross-functional teams to ensure daily operations run efficiently and customer concerns are resolved quickly and effectively.
Responsibilities * Provide daily guidance, coaching, and support to Customer Service Representatives to ensure productivity, quality, and customer satisfaction goals are met. * Monitor team performance, identify opportunities for improvement, and provide constructive feedback and coaching. * Assist with onboarding and training new team members on customer service procedures, systems, and company policies. * Serve as a resource for escalated customer concerns and assist team members with complex cases. * Promote a positive, collaborative, and customer-focused team environment.
* Handle escalated customer inquiries and complaints with professionalism, empathy, and effective problem-solving. * Ensure customers receive timely, accurate, and consistent support across all communication channels (phone, email, chat, and other platforms). * Identify recurring customer issues and collaborate with internal teams to improve customer satisfaction. * Monitor customer feedback and recommend solutions to improve the overall customer experience.
* Assist with maintaining and improving customer service workflows, SOPs, and knowledge resources. * Review customer service metrics, including response times, resolution rates, customer satisfaction scores, and ticket volume trends. * Partner with Customer Service leadership to implement process improvements and improve team efficiency. * Support Zendesk/help center updates, including macros, templates, and customer-facing resources. * Identify opportunities to improve automation, documentation, and customer support tools.
* Work closely with Operations, Product, E-Commerce, and other departments to resolve customer issues and improve processes. * Communicate customer insights and trends to relevant teams to support product and service improvements. * Assist with special projects related to customer experience initiatives.
Qualifications * 3+ years of customer service experience, with experience in a lead, senior representative, or supervisory capacity preferred. * Strong understanding of customer service operations, ticket management systems, and support workflows. * Experience with Zendesk or similar customer support platforms preferred. * Excellent communication, leadership, and interpersonal skills. * Strong problem-solving skills with the ability to handle difficult customer situations professionally. * Ability to analyze customer service data and identify trends or improvement opportunities. * Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. * Experience training, coaching, or mentoring team members preferred. * Proficiency with Microsoft Office Suite and customer service tools.