Client Services Lead: Team Coach & Ops Manager

Arhaus-6; Boston Heights (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

Arhaus is seeking a Client Services Level 4 Lead to guide the Client Services team at our Corporate Office in Boston Heights, OH. You will coach agents, oversee daily operations, and resolve escalated issues to maintain outstanding customer experiences.

This onsite leadership role partners with Floor Manager and other departments to improve service quality, efficiency, and KPI achievement. The ideal candidate brings 3–5 years in customer service and 1–2+ years in leadership, with strong

Qualifications

• 3–5 years of customer-service experience in a call center environment.
• 1–2+ years of leading teams / management experience.
• Strong leadership, communication and interpersonal skills.
• Ability to troubleshoot and guide agents with minimal assistance.
• Proactive in prioritization and high sense of urgency.
• Experience with Agile practices is a plus.

Responsibilities

• Supervise and mentor the client services team, providing guidance, coaching, and support to ensure high performance, professional development and KPI achievement.
• Conduct regular team huddles to provide department and company updates.
• Handle escalated customer inquiries and complaints, ensuring timely resolution and high satisfaction.
• Oversee daily operations, including schedule adherence, workflow management, and resource allocation.
• Track and analyze team performance metrics and attendance, identifying areas for improvement.
• Conduct regular 1:1 meetings with agents to discuss performance and development.
• Perform call monitoring and quality assurance checks to ensure high service standards.
• Provide feedback to improve service quality and collaborate to streamline processes.
• Prepare and present reports on team performance and service metrics to leadership.
• Ensure compliance with company policies and regulatory requirements.

Skills

Team leadership

Coaching

Customer service

Communication

Problem-solving

Project management

Agile

Education

High school diploma or equivalent

Job description

Arhaus is seeking a Client Services Level 4 Lead to guide the Client Services team at our Corporate Office in Boston Heights, OH. You will coach agents, oversee daily operations, and resolve escalated issues to maintain outstanding customer experiences.

This onsite leadership role partners with Floor Manager and other departments to improve service quality, efficiency, and KPI achievement. The ideal candidate brings 3–5 years in customer service and 1–2+ years in leadership, with strong