Customer Service Lead

Everblue • Huntersville, NC

7d • Hybrid

About The Position

The Customer Service Lead works alongside Everblue's Customer Service team, personally handling customer inquiries, Jira tickets, enrollments, and student support while guiding two Customer Service representatives. This hands-on role combines daily service delivery, issue resolution, team coaching, and accurate training administration to keep operations running smoothly. Reports to the Director of Training Operations and works closely with Program Managers, Training Operations, and other Everblue departments.

Requirements

• Strong organizational skills and attention to detail, with the ability to manage multiple priorities effectively.
• Customer service experience.
• Excellent communication and interpersonal skills, with a professional and customer-focused approach.
• Strong problem-solving skills, sound judgment, and follow-through when handling customer issues.
• Ability to quickly learn new software and work confidently across multiple systems.
• Ability to balance hands-on customer support with coaching, documentation, and improving team processes.
• A dependable, collaborative team leader who takes ownership, shows initiative, and helps others succeed.

Nice To Haves

• Training, mentoring, or team leadership experience is a plus.
• Experience with Jira, Airtable, LMS platforms, or training administration is helpful but not required.

Responsibilities

• Handle and resolve Jira Service Management tickets and respond directly to customers through email, phone, and live chat.
• Lead and support the team by prioritizing daily requests, managing queue coverage, and ensuring timely follow-up.
• Investigate customer questions and escalations involving registrations, course access, certifications, exams, and scheduling, taking ownership through resolution.
• Train and coach team members, provide practical guidance, and encourage accountability and independent problem-solving.
• Process orders, student registrations, and course enrollments for Everblue's open-enrollment, group, and funded training programs.
• Create and update student accounts and maintain accurate records in the Learning Management System (LMS), Airtable, WordPress/WooCommerce, and related platforms.
• Troubleshoot course access and enrollment issues; process attendance updates and assist with student progress, completion records, and certificates.
• Verify program-specific enrollment information, follow established procedures, and refer eligibility exceptions to Program Managers.
• Maintain and update Customer Service SOPs, FAQs, program guides, training materials, and other essential team resources.
• Help team members use these resources to provide accurate answers, follow consistent procedures, and resolve routine issues independently.
• Work with Program Managers, Training Operations, LMS/Technology, and other departments to clarify requirements, resolve issues, and share important updates.
• Review customer service activity, ticket trends, and team performance to identify follow-up needs and improvement opportunities.
• Perform and coordinate routine audits of enrollments, attendance, and student records to maintain accuracy across Airtable, the LMS, and related systems.
• Identify recurring customer and operational issues, recommend solutions, and help improve everyday workflows.
• Assist with reporting and collaborate on practical system improvements and automation initiatives.

Benefits

• Competitive compensation based on experience and qualifications
• Paid time off and holidays
• Professional development and certification opportunities
• Flexible, mission-driven work environment. Hybrid schedule available after initial onboarding in Huntersville, NC.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed