Customer Care Team Lead: Coaching, Ops & Growth

Academy Sports + Outdoors; Katy (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Academy Sports + Outdoors in Katy, TX is seeking a Customer Care Team Leader. You will run day-to-day operations, guide recruiting, onboarding, coaching, performance reviews, and policy compliance to deliver timely, accurate customer support.

You will collaborate across teams to improve service practices, support business initiatives, and develop a culture of accountability. In-office role with occasional travel and flexible scheduling.

Qualifications

• Associate's degree in a relevant field of study or equivalent years of related work experience.
• 2+ years of related experience required
• Customer care, contact center, retail service, or people-leadership experience preferred
• Strong written and verbal communication skills, with the ability to interface effectively with individuals both internally and externally

Responsibilities

• Lead the day-to-day work of a Customer Care team and drive timely, accurate support.
• Coach with clarity and build accountability to grow the team while keeping the customer at the center.
• Oversee recruiting, onboarding, coaching, performance management, and policy compliance; respond to escalations across channels.

Skills

Coaching

Leadership

Performance management

Process improvement

Time & attendance

Team building

Communication

Education

Associate's degree in a relevant field

Job description

Academy Sports + Outdoors in Katy, TX is seeking a Customer Care Team Leader. You will run day-to-day operations, guide recruiting, onboarding, coaching, performance reviews, and policy compliance to deliver timely, accurate customer support.

You will collaborate across teams to improve service practices, support business initiatives, and develop a culture of accountability. In-office role with occasional travel and flexible scheduling.