Customer Solutions Team Leader

Job Summary

Leading a team of Customer Solutions Guides, the fully remote Customer Solutions Team Leader will ensure exceptional customer experiences through effective escalation management, operational excellence, and continuous improvement while providing coaching and performance management to advanced customer support professionals.

Key Responsibilities

• Lead, coach, and develop a team to deliver exceptional customer experiences while monitoring performance against KPIs
• Oversee daily operations and ensure timely resolution of escalated customer cases, optimizing service delivery
• Provide leadership for complex customer escalations and guide team members through advanced troubleshooting strategies

Required Qualifications

• Minimum 5 years of experience in Customer Support or Contact Center Operations in a fast-paced environment
• At least 2 years of experience leading or supervising customer support teams
• Strong understanding of escalation management and advanced customer support practices
• Proficiency with CRM platforms, ticketing systems, and Microsoft Office applications
• Ability to thrive in a fast-paced, evolving environment while leading teams through change