Customer Service Lead

Job Summary

Overseeing daily operations, the full-time Customer Service Lead will mentor team members, resolve escalated customer issues, and recommend workflow improvements in a remote environment.

Key responsibilities

• Train, onboard, and coach customer service representatives
• Monitor team metrics to ensure performance standards are met
• Handle complex, high-priority customer complaints that frontline staff cannot resolve

Required qualifications

• Proven experience in a customer service leadership role
• Strong understanding of customer service metrics and reporting
• Ability to develop and implement training programs
• Experience in conflict resolution and handling escalated issues
• Familiarity with workflow improvement strategies