Customer Service Lead, US

Haypp Group US•Arlington, VA

35d•$60,000 - $70,000•Hybrid

About The Position

As we continue expanding in the U.S., we're looking for a Customer Service Lead to support the daily operations of our Customer Service team across email, chat, and phone channels. Reporting to the Customer Service Manager, you will act as the first point of escalation and operational anchor for the team — supporting agents day-to-day, monitoring performance against KPIs and SLAs, and helping drive a culture of quality, accountability, and continuous improvement. You will bridge the gap between frontline agents and leadership, translating strategy into daily execution while surfacing insights and frontline trends back to the Customer Service Manager. This is a great opportunity for a customer service professional who is ready to step into a leadership track, combining hands-on operational support with coaching, quality, and process responsibilities. This is a full-time hybrid role based in Arlington, Virginia, with in-office collaboration Tuesday through Thursday.

Requirements

3+ years of experience in a customer service, contact center, or customer operations role, ideally within e-commerce, retail, or a subscription-based business
Prior experience mentoring, training, or informally leading peers; formal team lead or supervisory experience is a plus
Strong working knowledge of contact center KPIs and SLAs (CSAT, AHT, FCR, response/resolution times) and how to influence them day-to-day
Comfortable working across multiple channels — email, chat, and phone — and multitasking in a fast-paced environment
Strong problem-solving skills with the ability to de-escalate and resolve complex or sensitive customer issues
Clear, confident communicator who can coach effectively and give constructive feedback
Detail-oriented with a strong commitment to quality and process adherence
Comfortable working with data and reporting tools to track and interpret team performance
High school diploma or equivalent required; Associate's or Bachelor's degree in Business, Communications, or a related field preferred

Nice To Haves

Experience with helpdesk/CRM platforms (e.g., Zendesk, Gorgias, Dynamics, Salesforce Service Cloud, Freshdesk)
Familiarity with workforce management or scheduling tools
Experience supporting quality assurance programs or calibration sessions
Exposure to AI-powered service tools, chatbots, or self-service automation
Experience working in a fast-growing or high-volume e-commerce environment

Responsibilities

Lead and support the Customer Service team in daily operations across email, chat, and phone channels, acting as the go-to resource for real-time guidance
Monitor team performance and ensure KPIs and SLAs (response time, resolution time, CSAT, first-contact resolution, etc.) are consistently met
Analyze performance metrics and channel trends to identify gaps and drive continuous improvement initiatives
Provide day-to-day coaching, feedback, and guidance to agents, including side-by-side support and call/chat/email quality reviews
Support the onboarding and training of new hires, including shadowing, ramp-up plans, and knowledge base familiarization
Foster a positive, engaged, and high-performing team environment
Handle escalated customer issues that require additional authority, experience, or judgment, and ensure timely resolution
Assist with customer inquiries directly during peak volumes or staffing gaps to maintain service levels
Ensure consistent adherence to company processes, brand voice, and quality standards across all channels
Support real-time workforce management, including monitoring queues, adjusting coverage, and flagging staffing or volume risks to the Customer Service Manager
Maintain and help update knowledge base articles, macros/templates, and standard operating procedures based on recurring issues and process changes
Conduct quality assurance audits and calibration sessions to ensure consistency in scoring and feedback across the team
Assist in identifying root causes of recurring complaints and partner with the Customer Service Manager on prevention initiatives
Prepare shift/daily performance summaries and communicate relevant updates between agents and leadership
Support rollout and adoption of new tools, AI/automation features, and process changes within the team
Fill in for the Customer Service Manager on operational matters during absences, as needed