Customer Experience Team Lead

Leafhome; Hudson (OH); On-site; USD 42,000 - 70,000; Full time

Benefits offered by this job

Health insurance

401k match

Paid time off

Parental leave

Career development

Employee assistance programs

Job summary

Leaf Home in Hudson, OH is seeking a Customer Service Supervisor to lead a team of Customer Service Coordinators and deliver an exceptional customer experience. The role oversees daily operations, monitors performance metrics, and partners with leadership to drive process improvements and employee engagement.

The position requires 3+ years in service administration or call center roles, strong organizational and communication skills, and the ability to coach a team.

Qualifications

• High school diploma or equivalent.
• Experience in service administration or call center operations is preferred.
• Ability to coach, motivate and hold team members accountable.

Responsibilities

• Lead and supervise the daily operations of a team of Customer Service Representatives, ensuring service, productivity, quality, and attendance expectations are met.
• Monitor workforce performance and operational metrics, including call volume, service levels, schedule adherence, average handle time, and quality scores.
• Coach and develop employees through regular feedback, evaluations, and performance improvement plans when necessary.
• Drive employee performance and accountability with clear expectations and evaluations.
• Serve as escalation point for complex customer issues while balancing customer satisfaction and business goals.
• Collaborate with Training, QA, WFM, and Operations to support development and process improvements.

Skills

Supervisory experience

Call center

Customer service

Coaching

Communication

Multitasking

Attention to detail

Education

High school diploma or equivalent

Job description

Leaf Home in Hudson, OH is seeking a Customer Service Supervisor to lead a team of Customer Service Coordinators and deliver an exceptional customer experience. The role oversees daily operations, monitors performance metrics, and partners with leadership to drive process improvements and employee engagement.

The position requires 3+ years in service administration or call center roles, strong organizational and communication skills, and the ability to coach a team.