Customer Care Team Lead — Coaching & Operations Excellence

academy; Katy (TX); Remote; USD 65,000 - 90,000; Full time

Job summary

Academy Sports + Outdoors is seeking a Customer Care leader to drive day-to-day operations of a fast-paced team, ensuring timely, accurate support and a customer-centric experience.

You will coach recruiting, onboarding, performance reviews, and career growth, while guiding process improvements, payroll validation, attendance, and policy compliance across the department. Regular in-office attendance and flexible scheduling are required.

Qualifications

• Associate's degree or equivalent required.
• 2+ years of related experience.
• Customer care, contact center, retail service, or people-leadership experience preferred.
• Strong written and verbal communication skills.
• Ability to keep the customer perspective at the center of decisions.
• Strong analytical, problem-solving, and creative thinking skills.
• Ability to prioritize workload in a fast-paced, frequently changing environment while remaining detailed and organized.
• Self-motivated and able to work independently while contributing to a collaborative leadership team.
• Ability to build partnerships, influence outcomes, and work across teams to achieve shared goals and drive positive organizational impact.

Responsibilities

• Lead day-to-day work of a Customer Care team.
• Coach, recruit, onboard, and manage performance.
• Identify and implement process improvements.
• Oversee payroll validation, attendance, and timekeeping review.
• Respond to customer inquiries across channels.
• Support business initiatives and policy compliance.
• Collaborate with other teams to improve service practices.
• Escalation point for complex customer concerns.

Skills

Coaching & development

Performance management

Process improvement

Customer recovery

Administrative compliance

Time & attendance

Team leadership

Education

Associate's degree or equivalent

Job description

Academy Sports + Outdoors is seeking a Customer Care leader to drive day-to-day operations of a fast-paced team, ensuring timely, accurate support and a customer-centric experience.

You will coach recruiting, onboarding, performance reviews, and career growth, while guiding process improvements, payroll validation, attendance, and policy compliance across the department. Regular in-office attendance and flexible scheduling are required.