Job Overview

The Customer Service Team Leader is responsible for leading, coaching, and motivating a team of customer service representatives to deliver exceptional customer experiences. The role focuses on achieving service levels, improving team performance, resolving escalated customer concerns, and supporting continuous improvement initiatives. Our client is looking for a dedicated leader to foster a positive, customer-focused culture within the team.

Schedule

• Monday - Friday, 10:30 AM - 06:30 PM EST (40 work hours per week)

Responsibilities

• Lead, coach, and develop a team of customer service representatives.
• Monitor daily performance and ensure service level targets are achieved.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews.
• Handle customer escalations and provide timely resolutions.
• Monitor quality assurance standards and identify training opportunities.
• Assist with workforce planning, scheduling, and resource allocation.
• Prepare and present team performance reports and metrics.
• Support onboarding and training of new team members.
• Promote a positive, customer-focused culture within the team.
• Collaborate with other departments to improve customer satisfaction and operational efficiency.

Qualifications

• 2–5 years of customer service experience, with previous leadership or supervisory experience preferred.
• Strong leadership, coaching, and team development skills, with the ability to foster a customer-centric culture.
• Excellent communication, conflict resolution, and performance management skills.
• Proficiency in CRM and customer service platforms, with strong time management and organizational abilities.
• Strong analytical, decision-making, and problem-solving skills, with adaptability and resilience in a fast-paced environment.
• Experience working with and driving key customer service metrics, including CSAT, FCR, service levels, AHT, quality assurance, and employee engagement.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.