Customer Care Team Lead: Grow People & Experience

Academy Sports + Outdoors; Katy (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Academy Sports + Outdoors is seeking a results-oriented leader to manage a Customer Care team in Katy, TX. The role focuses on coaching, performance management, and driving service quality while ensuring operational efficiency across the department.

You will oversee payroll validation, timekeeping, and compliance, while addressing escalated customer issues and promoting cross-functional collaboration to improve the overall customer experience. Flexibility for evolving duties is required.

Qualifications

• Strong written and verbal communication skills are required.
• Maintains the customer perspective as a driving force behind activities and decisions.
• Strong analytical, problem-solving, and creative thinking skills are essential.
• Ability to effectively prioritize workload in a fast-paced environment while staying organized.
• Self-motivated and able to work independently while contributing to a team.
• Ability to build partnerships, influence outcomes, and work across teams to achieve shared goals.

Responsibilities

• Lead all aspects of team member performance and development, including recruiting, onboarding, coaching, performance management, and career growth planning.
• Identify, prioritize, and implement process improvements to enhance service quality and efficiency.
• Manage administrative functions: payroll validation, attendance and timekeeping review, report auditing, and compliance.
• Serve as escalation point for customer issues, coaching team members and improving customer experience.
• Partner with leadership to advance business initiatives and promote best practices.
• Respond to customer inquiries through multiple channels as needed.
• Develop understanding of Academy policies and safety rules.
• Duties may change; other duties may be assigned.

Skills

Communication skills

Customer focus

Analytical thinking

Prioritization

Independent work

Cross-functional collaboration

Education

Associate's degree

Job description

Academy Sports + Outdoors is seeking a results-oriented leader to manage a Customer Care team in Katy, TX. The role focuses on coaching, performance management, and driving service quality while ensuring operational efficiency across the department.

You will oversee payroll validation, timekeeping, and compliance, while addressing escalated customer issues and promoting cross-functional collaboration to improve the overall customer experience. Flexibility for evolving duties is required.