Customer Service Team Lead

Job Title: Customer Service Team Lead

Department: Customer Service

Location: Bristol, PA

Reports To: Sr. Manager, Customer Operations

Position Overview:

Reporting to the Senior Manager of Customer Operations, the Customer Service Team Lead is responsible for overseeing and driving the performance of the call center team. This role includes coaching, mentoring, and developing a team of up to 10 representatives, with a strong focus on delivering exceptional customer experiences across multiple communication channels—phone, chat, SMS, and email.

The Team Lead will manage day-to-day call center operations, including workforce scheduling, training, quality assurance, and performance monitoring. They will also partner with cross-functional teams to implement customer-focused initiatives, support sales growth through suggestive and upselling strategies, and continuously optimize service processes.

Key Responsibilities:

• Lead and develop a high-performing customer service team focused on quality, responsiveness, and a best-in-class customer experience.
• Manage daily call center operations including staffing, scheduling, performance tracking, and coaching.
• Respond to customer inquiries and issues across phone, email, chat, and SMS channels.
• Collaborate with the marketing team to support promotional campaigns aimed at increasing sales and customer engagement.
• Partner with cross-functional teams to enhance Direct-to-Consumer (DTC) service programs.
• Provide performance coaching, recognition, and corrective feedback in a timely and professional manner.
• Act as the escalation point for complex customer issues, ensuring resolution that meets or exceeds expectations.
• Analyze call center performance against KPIs and service standards; deliver reports and insights to leadership with recommended improvements.
• Drive continuous improvement by identifying and implementing best practices and process enhancements.
• Oversee quality monitoring initiatives and employee development programs.
• Contribute to budget and workforce management planning.
• Foster a positive, team-oriented environment through regular communication, meetings, and training.
• Perform additional duties as assigned.

Required Qualifications:

• 3–5 years of supervisory or team leadership experience, preferably in a customer service or call center environment.
• Strong leadership, coaching, and team development skills.
• Excellent communication and interpersonal abilities.
• Demonstrated problem-solving capabilities and ability to manage multiple priorities in a fast-paced environment.