Customer Service- Team Leader

etrailer • Wentzville, MO

2d • Onsite

About The Position

We are a small shop that happens to serve neighbors all over the country. Customer Service is the front counter. When we do this well, a neighbor feels remembered, understood, and confident. When we do it poorly, it feels like a ticket queue. This role is for a leader who wants both. You love helping teammates grow. You love helping neighbors get on their journey.

Requirements

• 2+ years of relevant experience leading, coaching, or owning outcomes in a customer-facing environment
• Strong emotional skill: de-escalation, empathic listening, and calm under pressure
• Clear communication: you can set expectations without rambling or hedging
• Reliable attendance and consistency (trust starts here)
• High School Diploma or GED required.
• Flexible schedule availability (Team Leads balance coverage to match neighbor needs)

Nice To Haves

• Associate degree preferred.

Responsibilities

• Lead with hospitality. Fast connection, real listening, calm confidence. A neighbor should feel like they reached a person, not a process.
• Coach weekly. Not performative. Real reps. Clear expectations. Specific feedback. Clear is kind. Help people get better next week.
• Handle the hard calls. De-escalate upset neighbors, own the problem, and drive it to resolution. No hiding behind policy.
• Run the floor. Stay ahead of volume across calls, emails, chats, auths, and support work. Make smart tradeoffs so the team wins together.
• Build one small shop behavior. Partner with other teams when the neighbor experience crosses boundaries. No they. Only we.
• Teach the why. Connect daily work to the neighbor’s journey so this job does not become task-land.
• Model urgency and follow-through. If we say we are calling back within an hour, we do it. Period.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED