Customer Support Team Lead

MERCHANTS & MARINE BANK • Pascagoula, MS

7d • Onsite

About The Position

Community of Resources, a division of Merchants & Marine Bank, is seeking a motivated and experienced Customer Support Team Lead to guide and support our Customer Support team. This role is ideal for a service-driven leader who thrives in a fast-paced call center environment and is passionate about delivering an exceptional customer experience. The Customer Support Team Lead plays a key role in coaching team members, ensuring quality service delivery, and supporting daily operations while maintaining compliance with company policies and regulatory standards.

Requirements

• High School Diploma or equivalent
• Minimum of: 2 years of leadership, team lead, or call center experience
• 3 years of banking or financial services experience
• 3 years of customer service experience
• Strong communication skills (written and verbal)
• Proficiency in Microsoft Office and general computer skills
• Ability to prioritize, multitask, and manage time effectively

Nice To Haves

• Bachelor’s degree in Business, Finance, or a related field

Responsibilities

• Provide leadership, coaching, and mentorship to Customer Support Specialists.
• Support a culture of accountability, professionalism, and continuous improvement.
• Partner with the Customer Support Manager to complete performance evaluations and provide regular feedback.
• Develop and maintain onboarding and training programs for new team members.
• Ensure a high level of customer service is consistently delivered in a fast-paced call center environment.
• Monitor inbound call queues and assist by handling calls during peak times or staffing gaps.
• Maintain effective, clear communication with internal teams and external customers.
• Escalate or route inquiries appropriately when outside scope of responsibility.
• Monitor and review calls to ensure adherence to quality standards and service expectations.
• Conduct call evaluations and ensure quality assurance metrics are met or exceeded.
• Provide regular reporting and updates to management on team performance and operational metrics.
• Assist in developing, testing, and implementing departmental procedures.
• Stay current on all products, services, and operational updates.
• Support team members with various systems and software platforms.
• Contribute to achieving organizational goals and strategic initiatives.

Benefits

• At Community of Resources, we are committed to fostering a supportive work environment where employees can grow, lead, and make a meaningful impact. Join a team that values collaboration, innovation, and service excellence.

What This Job Offers

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