Customer Service Team Lead: Performance & Coaching

White Glove Hiring; Kota Yogyakarta; Remote; IDR 120,000,000 - 180,000,000; Full time

Benefits offered by this job

Flexible scheduling

Fully remote work

Growth opportunities

Health benefits

Job summary

White Glove Hiring is seeking a Remote Retail Customer Service Lead to manage customer support for a retail operation, serving customers from Semarang. The role is fully remote and requires leading a team of representatives across channels to maintain high service standards and resolve complex issues.

You will drive customer satisfaction, loyalty initiatives, and develop a high-performing remote support team while partnering with stakeholders to optimize processes and outcomes.

Qualifications

• Previous experience in customer service, with proven experience in a team lead or supervisory role.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service best practices and CRM software.
• Ability to manage and motivate a remote team effectively.
• Proficiency in using customer support tools and platforms.
• A passion for delivering outstanding customer experiences.

Responsibilities

• Lead, train, and mentor a team of remote customer service representatives.
• Set performance standards and monitor team productivity and quality of service.
• Handle escalated customer inquiries and complex issue resolution.
• Develop and refine customer service protocols and FAQs to improve response times and consistency.
• Analyze customer feedback and operational data to identify trends and implement service improvements.
• Ensure all customer interactions are handled professionally, efficiently, and empathetically.

Skills

Team leadership

Customer service

CRM software

Communication

Remote team management

Tools

CRM platforms

Job description

Our client is seeking a dedicated and customer-centric Remote Retail Customer Service Lead to manage their customer support operations for their retail business, serving customers from Semarang . In this fully remote role, you will lead a team of customer service representatives, ensuring they provide exceptional support across various channels. You will be responsible for maintaining high standards of service, resolving complex customer issues, and contributing to customer satisfaction and loyalty initiatives. This is an excellent opportunity for an experienced customer service professional with leadership skills to build and develop a high-performing remote support team.

About the RoleOur client is seeking a dedicated and customer-centric Remote Retail Customer Service Lead to manage their customer support operations for their retail business, serving customers from Semarang . In this fully remote role, you will lead a team of customer service representatives, ensuring they provide exceptional support across various channels. You will be responsible for maintaining high standards of service, resolving complex customer issues, and contributing to customer satisfaction and loyalty initiatives. This is an excellent opportunity for an experienced customer service professional with leadership skills to build and develop a high-performing remote support team.

Key Responsibilities

• Lead, train, and mentor a team of remote customer service representatives.
• Set performance standards and monitor team productivity and quality of service.
• Handle escalated customer inquiries and complex issue resolution.
• Develop and refine customer service protocols and FAQs to improve response times and consistency.
• Analyze customer feedback and operational data to identify trends and implement service improvements.
• Ensure all customer interactions are handled professionally, efficiently, and empathetically.

Requirements

• Previous experience in customer service, with proven experience in a team lead or supervisory role .
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service best practices and CRM software.
• Ability to manage and motivate a remote team effectively.
• Proficiency in using customer support tools and platforms.
• A passion for delivering outstanding customer experiences.

Benefits

• Competitive salary and potential for team performance bonuses.
• Fully remote work arrangement with flexible scheduling options.
• Opportunities for professional growth and leadership development.
• Comprehensive health and wellness benefits.
• A positive and supportive remote work culture.