Customer Service Team Lead
Esri•Redlands, CA
•$70,304 - $85,280•Onsite
About The Position
The Customer Service Team Lead guides a team of Customer Service Representatives to deliver exceptional customer experiences. The role fosters service excellence, accountability, and continuous improvement, and collaborates with other departments to streamline operations, resolve challenges, and ensure customer interactions reflect the company’s service commitments. The position also offers opportunities to lead with purpose, grow professionally, and influence how customers are served.
Requirements
- At least 5 years of professional experience in a similar position supporting similar responsibilities.
- Demonstrated leadership capabilities, sound judgment, and effective decision-making skills.
- Team-oriented, with a strong commitment to shared goals and collective success.
- Strong focus on customer satisfaction and ability to foster a customer-centric culture within the team.
- Flexibility to adapt work hours to business demands, including team coverage, product meetings, testing assignments, and after-hours support.
- Must be authorized to work for any employer in the United States; visa sponsorship is not available.
- Bachelor’s degree in business or a related field.
Nice To Haves
- Experience or training in leadership to guide and motivate the team toward achieving its goals.
Responsibilities
- Lead, mentor, and coach Customer Service Representatives to meet performance goals and uphold service standards.
- Conduct regular feedback sessions, goal setting, and performance reviews.
- Manage daily workflows to ensure timely resolution of customer inquiries, order requests, and profile issues.
- Monitor team metrics and implement improvement plans as needed.
- Handle complex or escalated customer issues professionally and efficiently, serving as the escalation point for critical matters.
- Partner with internal departments, such as product, sales, and support, to streamline processes and improve the customer experience.
- Analyze service metrics, identify trends, and recommend improvements.
- Prepare detailed reports for senior management.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Basic and supplemental life insurance for employees and their families
- 401(k)
- Profit-sharing programs
- Minimum accrual of 80 hours of vacation leave
- Twelve paid holidays per calendar year
- Opportunities for personal and professional growth
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What This Job Offers
Job Type
Full-time
Career Level
Manager
