Customer Service Lead

SUNNY DISTRIBUTOR INC.; Diamond Bar (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

SUNNY DISTRIBUTOR INC. is hiring a Customer Service Lead to guide and support the Customer Service team, ensuring efficient daily operations and rapid resolution of customer concerns.

The role focuses on coaching reps, monitoring performance, and driving improvements to deliver an exceptional customer experience. Ideal candidates have 3+ years in customer service with leadership experience, strong communication, and proficiency with Zendesk.

Qualifications

• 3+ years in customer service with lead/supervisory experience preferred.
• Strong communication and interpersonal skills.
• Ability to analyze customer service data and identify trends for improvement.
• Proven coaching and mentoring abilities.
• Experience creating or updating SOPs and knowledge resources.

Responsibilities

• Provide daily guidance, coaching, and support to Customer Service Representatives to ensure productivity and satisfaction goals are met.
• Monitor team performance and provide feedback and coaching.
• Assist with onboarding and training new team members on procedures and policies.
• Serve as escalation point for complex customer cases.
• Identify recurring issues and collaborate with internal teams to improve satisfaction.
• Ensure timely, accurate, and consistent support across channels (phone, email, chat, etc.).
• Review metrics and trends to drive process improvements with leadership.

Skills

Leadership

Communication

Interpersonal skills

Problem-solving

Multitasking

Mentoring

Tools

Zendesk

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.