Benefits:

401(k)

Competitive salary

Dental insurance

Employee discounts

Health insurance

Opportunity for advancement

Paid time off

Parental leave

Profit sharing

Training & development

Vision insurance

Wellness resources

Customer Resolution Team Lead

Role is to manage a team of customer resolution representatives, overseeing daily operations, ensuring high-quality support, and resolving complex customer issues. Key responsibilities include training and coaching staff, monitoring performance metrics, developing and implementing customer service policies, and collaborating with other departments to improve overall customer experience and satisfaction. This role requires strong leadership, communication, problem-solving, and analytical skills to support both the team and the customer.

Key Duties:

Assigned new daily cases

Provide documented coaching and feedback sessions

Answer daily questions in email and chats

Assigned task

Handle all supervisor calls

Attend daily meetings

Resolve higher level customer request and questions

Other duties as assigned

Key Responsibilities

Team Management & Performance: Lead and guide a customer service team, providing coaching, training, and ongoing feedback to improve service quality and achieve department goals.

· Customer Issue Resolution: Handle complex customer complaints and inquiries escalated from frontline staff, ensuring timely and professional resolutions.

· Service Quality Assurance: Monitor customer satisfaction levels, service metrics (like average handling time and abandonment rate), and the overall quality of customer interactions.

· Process Improvement: Develop and implement strategies, policies, and procedures to enhance customer service efficiency and effectiveness.

· Data Analysis & Reporting: Analyze customer service data to identify trends, issues, and areas for improvement, and present findings to management.

· Interdepartmental Collaboration: Work with other departments to resolve customer issues, improve products/services, and contribute to a cohesive customer experience.

Essential Skills & Qualifications

· Leadership & Communication: Strong ability to lead, motivate, and communicate effectively with team members and stakeholders.

· Problem-Solving & Conflict Resolution: Skillfully resolve issues and manage conflicts both within the team and with customers.

· Analytical Skills: Ability to understand data, identify trends, and use insights to drive service improvements.

· Empathy & Customer Focus: Demonstrated understanding of customer needs and a commitment to providing excellent service.

· Technical Proficiency: Competence with customer service platforms, relevant software, and the ability to adapt to new technologies.

· Experience: Previous experience in a customer-facing role is essential, often with prior supervisory or team leadership experience. Preferred but not needed.

Experience

2+ years of experience as a Customer Service Agent working specifically with escalations, (required)

Excellent written and spoken English

Strong conflict resolution and de-escalation skills

Ability to recognize, empathize and understand escalated customer sentiment

Strong written communication skills and ability to recall and coherently summarize complex issues and situations

Experience handling a high volume of customer escalations

Highly detail oriented and thorough with excellent documentation skills and sense of personal accountability

Ability to think critically and creatively to resolve customer concerns

Ability to troubleshoot and problem solve on your own

Comfortable and familiar with working from home or office setting and being a self-starter

Ability to coordinate own work to time and quality standards

Ability to encourage others to work within required time and quality expectations

Ability to work independently to resolve problems and queries based on experience

Ability to work within a flexible and customer-oriented team environment and provide guidance and supervision to less experienced colleagues as required

Working knowledge of Microsoft Office packages (Word, Excel, Outlook, Teams, Salesforce)

Bachelors Degree Preferred

Flexible work from home options available.