Customer Service Lead

Job Summary

A company is looking for a Customer Service Lead to provide leadership and support within their Customer Service team.

Key Responsibilities

• Oversee day-to-day operations of the Customer Service department, including team coaching and process improvement
• Handle customer escalations and provide specialized attention and resolution
• Serve as the Lead for specialized areas of support, tracking performance metrics and assisting agents with advanced issues

Required Qualifications

• Track record of strong performance with excellent customer satisfaction and productivity metrics
• Demonstrated ability to learn new support areas and perform at a high level
• Proactive and solution-oriented mindset
• Able to assist agents in learning both basic and advanced support tasks
• Ability to multi-task and adapt responsibilities based on support volumes