Bilingual Customer Service Team Lead: Growth & Coaching

Uline; Kenosha (WI); On-site; USD 45,000 - 52,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match (6%)

Paid holidays & generous PTO

Tuition Assistance Program

On-site fitness center

Job summary

Uline in Kenosha, WI is hiring a Bilingual Customer Service Team Lead to coach and empower representatives for fast, friendly, customer-focused service. The role emphasizes quality coaching, performance reviews, and ongoing training to boost customer satisfaction.

You will supervise call and email interactions, review outcomes, and collaborate with management to improve processes. Fluency in English and Spanish is required; leadership experience with customer service is highly valued.

Qualifications

• High School diploma or equivalent required.
• Bachelor’s degree preferred.
• 3+ years of customer service experience.
• 2+ years of leadership experience preferred.
• Effective communication skills.
• Bilingual (English / Spanish) fluent in both verbal and written forms.

Responsibilities

• Coach and develop bilingual customer service representatives across product knowledge, policies, and procedures.
• Review phone, email, and other interactions to evaluate quality and provide coaching.
• Provide feedback to management on process improvements to boost efficiency and satisfaction.
• Lead team meetings and one-on-one sessions to communicate policy updates and training.
• Handle escalated customer issues and provide weekly support for interactions.

Skills

Leadership experience

Customer service

Bilingual English/Spanish

Effective communication

Education

High School diploma or equivalent

Bachelor's degree preferred

Job description

Uline in Kenosha, WI is hiring a Bilingual Customer Service Team Lead to coach and empower representatives for fast, friendly, customer-focused service. The role emphasizes quality coaching, performance reviews, and ongoing training to boost customer satisfaction.

You will supervise call and email interactions, review outcomes, and collaborate with management to improve processes. Fluency in English and Spanish is required; leadership experience with customer service is highly valued.