Customer Care Team Lead — Growth & Service Excellence

Academy Sports and Outdoors; Dallas, Northern (TX, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Academy Sports + Outdoors in Dallas is seeking a Customer Care Team Lead to guide a high-performing service group. You will recruit, onboard, coach, and develop team members while driving service quality and customer satisfaction.

Responsibilities include process improvements, payroll validation, timekeeping review, and performance tracking. You will partner with leadership to align on goals, escalate issues, and ensure adherence to company policies for a positive customer experience.

Qualifications

• Associate's degree required or equivalent years of related work experience.
• 2+ years of related experience in customer care, contact center, retail service, or people-leadership roles preferred.
• Strong written and verbal communication skills with the ability to interface effectively with internal and external stakeholders.

Responsibilities

• Lead all aspects of team member performance and development, including recruiting, onboarding, coaching, performance management, corrective action, performance evaluations, and career growth planning.
• Identify, prioritize, and implement process improvement opportunities that enhance service quality, operational efficiency, customer satisfaction, and overall department performance.
• Manage payroll validation, attendance and timekeeping review, report auditing, performance tracking, documentation, and policy compliance.
• Serve as a point of escalation for challenging customer issues, providing timely resolutions while coaching team members.
• Collaborate with Customer Care leadership to promote best practices and continuous improvement across the organization.
• Respond to customer inquiries through multiple channels as needed.
• Develop a thorough understanding of Academy policies, procedures, and safety rules.

Skills

Communication

Analytical thinking

Problem solving

Prioritization

Leadership

Cross-team collaboration

Education

Associate's degree

Job description

Academy Sports + Outdoors in Dallas is seeking a Customer Care Team Lead to guide a high-performing service group. You will recruit, onboard, coach, and develop team members while driving service quality and customer satisfaction.

Responsibilities include process improvements, payroll validation, timekeeping review, and performance tracking. You will partner with leadership to align on goals, escalate issues, and ensure adherence to company policies for a positive customer experience.