Team Lead, Customer Support
About The Position
The Team Lead, Customer Support delivers an outstanding customer experience while leading the Customer Support team’s day-to-day activities. This working-leader role balances customer-facing responsibilities with coaching, coordination, and process improvement. The role collaborates closely with Sales, Engineering, Production, and Field Service to resolve customer issues, improve service delivery, and support company growth. The position is full-time and on-site in St. Louis, Missouri, with a day shift. Compensation is $31.25 per hour ($65,000 annualized), plus a 10% annual incentive opportunity; actual starting pay depends on experience, skills, and qualifications. The role participates in an on-call rotation every 4–6 weeks.
Requirements
- High school diploma or equivalent.
- At least three years of customer service experience.
- At least one year of customer service team leadership experience, including coaching, mentoring, and developing customer-focused team members.
- Knowledge of A/C and D/C electrical systems.
- Ability to comprehend and troubleshoot using mechanical drawings, wiring schematics, and technical documentation.
- Excellent verbal and written communication skills.
- Strong organizational and time-management abilities.
- Proactive problem-solving mindset and strong decision-making skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency with Microsoft Outlook and Microsoft Word.
- Experience working with reports, dashboards, and customer data systems.
- Ability to lift up to 50 pounds.
Nice To Haves
- Completion of a technical program or commensurate military service.
- Experience using Salesforce CRM.
- Experience with RingCentral or similar communication platforms.
Responsibilities
- Lead and support the Customer Support team to ensure a high level of service and responsiveness.
- Monitor team performance and identify opportunities to improve processes and service levels.
- Process customer orders from quote through completion, including international orders.
- Respond to customer requests by phone, email, chat, and virtual meetings.
- Serve as a primary point of contact for customer inquiries and escalations.
- Support troubleshooting, root cause analysis, and customer issue resolution.
- Partner with Sales, Engineering, Production, and Field Service to address customer needs and resolve issues.
- Maintain accurate customer records and case information in Salesforce.
- Ensure adequate coverage for customer support functions and provide backup support when needed.
- Help train and onboard new team members.
- Contribute to continuous improvement initiatives that enhance the customer experience.
- Participate in an on-call rotation every 4–6 weeks.
Benefits
- 10% annual incentive opportunity
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
