Customer Service Lead

Vego Garden • Greater Houston, TX

3d • Hybrid

About The Position

Vego Garden is seeking a Customer Service Lead to help provide exceptional customer support. The role coaches and mentors a small, growing customer service team, manages escalated customer issues, monitors team performance metrics, and contributes to process improvements. The Lead may step in for the Customer Service Manager and/or Supervisor when needed and serves as a technical and problem-solving resource for team members. The position is based in Tomball, Texas, with a hybrid schedule of four days on-site and one remote workday per week. The stated hours are 8:00 AM to 4:30 PM, with a 30-minute lunch break from 12:00 PM to 12:30 PM. Occasional weekend shifts may be required.

Requirements

• Proven experience working in a high-volume, inbound call center is required.
• Previous experience leading, coaching, or supervising a customer service or support team.
• Strong coaching and interpersonal skills.
• Ability to handle escalated issues with professionalism and empathy.
• Comfort working with metrics and performance data.
• Strong technical aptitude.
• Ability to provide feedback and contribute to process improvements.

Nice To Haves

• Experience with VRCM or ticketing systems.

Responsibilities

• Lead, coach, and mentor the customer service team, providing ongoing guidance, support, feedback, and skill development.
• Foster collaboration, innovation, and a customer-first mindset.
• Step in for the Customer Service Manager and/or Supervisor when needed to maintain operations and service excellence.
• Address complex or escalated customer inquiries with empathy and professionalism.
• Coach team members on handling challenging customer situations.
• Track key performance indicators, including response times, resolution rates, and customer satisfaction.
• Provide actionable feedback to improve team performance and maintain service quality.
• Offer frontline feedback and insights to refine workflows and improve efficiency.
• Assist with limited project work related to process enhancements.
• Serve as a resource for team members, demonstrating problem-solving skills and technical aptitude.
• Share customer feedback and insights with other departments to support product and service improvements.
• Perform other duties as assigned.

Benefits

• 12 PTO days per year, accrued biweekly, with annual increases.
• 7 paid holidays.
• 401(k) contribution match of 4%.
• Comprehensive medical, dental, vision, and life insurance plans.
• The company pays 100% of employee premiums for dental, vision, life, and select medical plans.
• Toll roads allowance of $100 per month.
• Phone allowance of $50 per month.
• Company-sponsored breakfasts and lunches.
• Supportive leadership, engaging activities, employee appreciation, and other workplace perks.

What This Job Offers

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