Customer Service Lead

Sunny Health & Fitness; California; On-site; USD 60,000 - 90,000; Full time

Job summary

Sunny Health & Fitness is seeking a Customer Service Lead to guide our team in delivering an exceptional customer experience. This role will coordinate between frontline reps, leadership, and cross-functional teams to ensure smooth daily operations and swift resolution of customer concerns.

The ideal candidate has 3+ years in customer service with leadership experience, strong communication, and a track record of process improvements.

Qualifications

• 3+ years in customer service, with lead or supervisory experience preferred.
• Familiarity with ticket management systems and support workflows.
• Experience with Zendesk or similar platforms preferred.
• Excellent communication, leadership and interpersonal skills.
• Strong problem-solving abilities for difficult customer situations.
• Ability to analyze customer service data and identify trends.
• Ability to juggle multiple priorities in a fast-paced environment.

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.
• 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

Leadership

Customer service operations

Communication

Problem solving

Data analysis

Training/coaching

Interpersonal skills

Organizational skills

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.