Customer Service Lead

Socket.dev; United States; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Positive workplace

Parking Subsidy

Life and Medical Insurance

Benefits and Discounts

Growth opportunities

Legal benefits (Bono 14, Aguinaldo, IG

IRTRA, Vacations

Job summary

Socket.dev is seeking a Team Lead to guide the customer operations team with coaching, escalation handling, and performance oversight. The role emphasizes proactive leadership in a fast-paced environment and coordination across local and international teams.

The ideal candidate will drive quality improvements, align daily work with business goals, and ensure smooth operations while fostering a positive workplace culture.

Qualifications

• Previous leadership or supervisory experience, preferably in a contact center or customer service environment.
• Strong communication, coaching, and problem-solving skills.
• Ability to analyze performance and identify opportunities for improvement.
• Strong organizational skills and attention to detail.
• Ability to handle escalations and make sound decisions in a fast-paced environment.
• Proactive, accountable, and team-oriented approach.
• Comfortable working with performance metrics, quality standards, and operational goals.
• Ability to work effectively with both local and international teams.
• Strong customer service mindset and professional judgment.
• Ability to learn and work effectively with multiple systems and business tools.

Responsibilities

• Provide day-to-day leadership and support to the customer operations team.
• Coach and develop team members to succeed.
• Monitor performance and quality against targets and standards.
• Resolve operational questions and bottlenecks.
• Ensure alignment with business goals and company standards.
• Handle escalations and make timely decisions in a fast-paced environment.
• Collaborate with local and international teams to achieve results.

Skills

Leadership

Communication

Coaching

Problem-solving

Performance analysis

Organization

Escalations management

Teamwork across cultures

Customer service mindset

Systems & tools

Tools

CRM systems

Job description

We are looking for a Team Lead to provide day-to-day leadership and support to our customer operations team. The Team Lead will help employees succeed by providing coaching, resolving operational questions, monitoring performance and quality, and ensuring the team remains aligned with business goals and company standards.

This is a hands-on leadership position for someone who is proactive, solution-oriented, and comfortable working in a fast-paced customer service environment.

Requirements:

• Previous leadership or supervisory experience, preferably in a contact center or customer service environment.
• Strong communication, coaching, and problem-solving skills.
• Ability to analyze performance and identify opportunities for improvement.
• Strong organizational skills and attention to detail.
• Ability to handle escalations and make sound decisions in a fast-paced environment.
• Proactive, accountable, and team-oriented approach.
• Comfortable working with performance metrics, quality standards, and operational goals.
• Ability to work effectively with both local and international teams.
• Strong customer service mindset and professional judgment.
• Ability to learn and work effectively with multiple systems and business tools.

We Offer:

• Competitive salary
• Bonuses
• A great and positive workplace
• Parking Subsidy
• Life and Medical Insurance
• Benefits and Discounts
• Growth opportunities
• Benefits by law (Bono 14, Aguinaldo, IGSS, IRTRA, Vacations)