Customer Experience Team Lead

Authority Brands; Avon (OH); On-site; USD 52,000 - 76,000; Full time

Job summary

Lawn Squad, serving the Ohio community for over 20 years, seeks a Customer Service Supervisor to lead our CS team in Avon, OH. You will oversee daily operations, coach reps, and collaborate across departments to enhance customer satisfaction and efficiency.

Ideal candidates bring 2–5 years in customer service with leadership experience, strong communication, and proficiency in CRM and MS Office. A strong focus on process improvement and high service standards is essential.

Qualifications

• High school diploma or equivalent; associates or bachelors preferred.
• 2–5 years of customer service experience, preferably in a call center.
• Supervisory or leadership experience preferred.
• Strong leadership, coaching and employee development skills.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office and CRM systems.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Supervise, coach, and support a team of customer service representatives to ensure high-quality customer interactions.
• Monitor daily team performance, productivity, and service metrics.
• Conduct regular performance evaluations and provide ongoing feedback.
• Assist with recruiting, onboarding, training, and scheduling.
• Handle escalated customer inquiries and ensure timely resolution.
• Analyze customer data to identify process improvements and efficiency gains.
• Maintain and enforce compliance with company policies and service standards.
• Collaborate with operations, sales, marketing, and other departments to improve the customer experience.
• Develop and update customer service procedures and training materials.
• Prepare reports on team performance and trends for leadership.
• Foster a positive, customer-focused work environment and teamwork.
• Other duties and projects as assigned.

Skills

Leadership

Coaching

Communication

CRM systems

Microsoft Office

Problem solving

Multitasking

Education

High school diploma or equivalent

Associates or Bachelor's degree in Business/Communications or related field

Tools

CRM systems

Microsoft Office Suite

Job description

Lawn Squad, serving the Ohio community for over 20 years, seeks a Customer Service Supervisor to lead our CS team in Avon, OH. You will oversee daily operations, coach reps, and collaborate across departments to enhance customer satisfaction and efficiency.

Ideal candidates bring 2–5 years in customer service with leadership experience, strong communication, and proficiency in CRM and MS Office. A strong focus on process improvement and high service standards is essential.