Customer Service Lead

SUNNY DISTRIBUTOR INC.; California; On-site; USD 90,000 - 130,000; Full time

Job summary

Sunny Distributor Inc. seeks a Customer Service Lead to guide our Customer Service team in delivering an exceptional customer experience.

This role will serve as a key point of contact between customer service representatives, leadership, and cross-functional teams to ensure daily operations run efficiently and customer concerns are resolved quickly and effectively. The position emphasizes coaching, performance monitoring, onboarding, escalations, and maintaining workflows.

Qualifications

• 3+ years in customer service roles with leadership responsibilities.
• Strong understanding of customer service operations and ticket workflows.
• Experience with Zendesk or similar platforms preferred.
• Excellent communication and interpersonal skills.
• Proven problem-solving abilities in difficult customer situations.
• Ability to analyze customer data and identify trends.
• Strong organizational skills to manage multiple priorities.

Responsibilities

• Provide daily guidance, coaching, and support to Customer Service Representatives to ensure productivity, quality, and customer satisfaction goals are met.
• Monitor team performance, identify opportunities for improvement, and provide constructive feedback and coaching.
• Assist with onboarding and training new team members on customer service procedures, systems, and company policies.
• Serve as a resource for escalated customer concerns and assist team members with complex cases.
• Promote a positive, collaborative, and customer-focused team environment.
• Handle escalated customer inquiries and complaints with professionalism, empathy, and effective problem-solving.
• Ensure customers receive timely, accurate, and consistent support across all communication channels (phone, email, chat, and other platforms).
• Identify recurring customer issues and collaborate with internal teams to improve customer satisfaction.
• Monitor customer feedback and recommend solutions to improve the overall customer experience.
• Assist with maintaining and improving customer service workflows, SOPs, and knowledge resources.
• Review customer service metrics, including response times, resolution rates, customer satisfaction scores, and ticket volume trends.
• Partner with Customer Service leadership to implement process improvements and improve team efficiency.
• Support Zendesk/help center updates, including macros, templates, and customer-facing resources.
• Identify opportunities to improve automation, documentation, and customer support tools.
• Work closely with Operations, Product, E-Commerce, and other departments to resolve customer issues and improve processes.
• Communicate customer insights and trends to relevant teams to support product and service improvements.
• Assist with special projects related to customer experience initiatives.

Skills

Customer service leadership

Communication

Coaching

Problem solving

Time management

Cross-functional collaboration

Analytics

Tools

Zendesk

Microsoft Office

Job description

Customer Service Lead

We are seeking a Customer Service Lead to support and guide our Customer Service team in delivering an exceptional customer experience. This role will serve as a key point of contact between customer service representatives, leadership, and cross-functional teams to ensure daily operations run efficiently and customer concerns are resolved quickly and effectively.

Responsibilities

• Provide daily guidance, coaching, and support to Customer Service Representatives to ensure productivity, quality, and customer satisfaction goals are met.


• Monitor team performance, identify opportunities for improvement, and provide constructive feedback and coaching.


• Assist with onboarding and training new team members on customer service procedures, systems, and company policies.


• Serve as a resource for escalated customer concerns and assist team members with complex cases.


• Promote a positive, collaborative, and customer-focused team environment.


• Handle escalated customer inquiries and complaints with professionalism, empathy, and effective problem-solving.


• Ensure customers receive timely, accurate, and consistent support across all communication channels (phone, email, chat, and other platforms).


• Identify recurring customer issues and collaborate with internal teams to improve customer satisfaction.


• Monitor customer feedback and recommend solutions to improve the overall customer experience.


• Assist with maintaining and improving customer service workflows, SOPs, and knowledge resources.


• Review customer service metrics, including response times, resolution rates, customer satisfaction scores, and ticket volume trends.


• Partner with Customer Service leadership to implement process improvements and improve team efficiency.


• Support Zendesk/help center updates, including macros, templates, and customer-facing resources.


• Identify opportunities to improve automation, documentation, and customer support tools.


• Work closely with Operations, Product, E-Commerce, and other departments to resolve customer issues and improve processes.


• Communicate customer insights and trends to relevant teams to support product and service improvements.


• Assist with special projects related to customer experience initiatives.

Qualifications

• 3+ years of customer service experience, with experience in a lead, senior representative, or supervisory capacity preferred.


• Strong understanding of customer service operations, ticket management systems, and support workflows.


• Experience with Zendesk or similar customer support platforms preferred.


• Excellent communication, leadership, and interpersonal skills.


• Strong problem-solving skills with the ability to handle difficult customer situations professionally.


• Ability to analyze customer service data and identify trends or improvement opportunities.


• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.


• Experience training, coaching, or mentoring team members preferred.


• Proficiency with Microsoft Office Suite and customer service tools.