Customer Experience Team Leader

Long Home; Maryland; On-site; USD 55,000 - 65,000; Full time

Job summary

Long Home is seeking a Customer Service Supervisor to lead a team of Customer Service Representatives and ensure exceptional client support. You will monitor performance, coach staff, and drive continuous improvement in service levels in a fast-paced environment.

The role emphasizes accountability, collaboration with other departments, and maintaining a positive, productive customer-focused team culture. Previous supervisory experience is preferred.

Qualifications

• Excellent verbal and written communication skills.
• Experience supervising or leading a customer service team.
• Ability to handle upset customers with empathy.
• Strong organizational skills.
• Interpersonal and conflict-resolution abilities.
• Experience in creating training documents and SOPs.

Responsibilities

• Provide direct supervision, leadership, and daily guidance to Customer Service Representatives, ensuring prompt, professional, and reliable service across all channels.
• Coach, mentor, train, and develop team members to strengthen customer service skills and performance.
• Monitor employee productivity, quality of work, attendance, and adherence to policies; provide regular feedback.
• Conduct regular one‑on‑one and team meetings, evaluations, and coaching sessions.
• Hold employees accountable for KPIs and customer service standards through monitoring and follow‑ups.
• Oversee daily team operations, schedules, workload distribution, and staffing to ensure timely responses.
• Ensure representatives gather customer information and provide accurate answers.
• Monitor CRM usage to maintain complete documentation of interactions.
• Lead efforts to build and improve customer relationships through professional communication.

Skills

Leadership

Customer service

Communication

Problem solving

Training

Job description

Long Home is seeking a Customer Service Supervisor to lead a team of Customer Service Representatives and ensure exceptional client support. You will monitor performance, coach staff, and drive continuous improvement in service levels in a fast-paced environment.

The role emphasizes accountability, collaboration with other departments, and maintaining a positive, productive customer-focused team culture. Previous supervisory experience is preferred.