Team Lead, Customer Service
About The Position
The Team Lead, Customer Service manages complex customer service issues, supports escalations, and contributes to process improvements. The role requires advanced product knowledge, leadership capabilities, and a strong commitment to exceptional customer experiences. The Team Lead provides day-to-day functional guidance to the Customer Service team, supports agents with questions and escalations, works with cross-functional partners to resolve customer issues, and helps the team meet productivity, quality, and customer experience standards. The position also supports onboarding and ongoing team development, maintains accurate case documentation, and identifies recurring issues and opportunities for improvement.
Requirements
- High school diploma or equivalent.
- 5–7 years of customer service or client relations experience.
- ABO certification required within the first year of employment.
- Ability to handle escalated customer concerns professionally and efficiently.
- Proficiency in CRM platforms and Microsoft Office Suite.
- Strong verbal and written communication skills.
- Ability to be proactive, solve problems, and apply critical thinking skills.
- Ability to multitask and manage time effectively.
- Team player with a customer-centric mindset.
Nice To Haves
- Optical industry experience.
- Associate’s degree in business administration or another related field.
- Bilingual capabilities, preferably Spanish or French.
- Familiarity with managed care.
- Familiarity with customer satisfaction metrics and reporting.
Responsibilities
- Respond promptly and professionally to customer inquiries across supported communication channels.
- Anticipate customer needs and provide effective solutions that support satisfaction, retention, and the overall customer experience.
- Provide day-to-day functional leadership and real-time guidance to the Customer Service team on processes, systems, order handling, customer situations, and operational workflows.
- Serve as the first point of support for agent questions and customer escalations, remove barriers, determine next steps, and escalate when necessary.
- Collaborate with Sales, Operations, Logistics, Technical Support, Labs, and other cross-functional partners to resolve customer issues and support business needs.
- Maintain accurate documentation of customer interactions, escalations, resolutions, and follow-up activities in the designated CRM or case management platform.
- Support team performance in meeting KPIs, including productivity, quality, and customer experience standards.
- Maintain strong knowledge of products, services, lab flow, systems, policies, and Standard Operating Procedures to support customers and agents.
- Identify recurring customer, system, product, and process issues and escalate trends and opportunities for continuous improvement.
- Support onboarding and ongoing development by reinforcing procedures, sharing best practices, answering questions, and communicating process or operational updates.
- Lead by example through accountability, collaboration, professionalism, customer focus, and a solution-oriented approach.
Benefits
- Health care
- Retirement savings
- Paid time off/vacation
- Employee discounts
- Competitive bonus and/or commission plan may be offered
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
