Customer Service Lead — Coaching, KPIs & Growth (Hybrid)

Haypp Group; Arlington (VA); Hybrid; USD 60,000 - 70,000; Full time

Job summary

Haypp Group is expanding its U.S. operations and seeks a Customer Service Lead in Arlington, VA. You will guide the team across email, chat, and phone, ensuring SLAs and CSAT targets are met while coaching agents and shaping onboarding. This hybrid role combines in-office collaboration Tue–Thu with remote work on other days.

You will analyze channel trends, drive process improvements, and maintain knowledge bases, ensuring high-quality customer experiences in a fast-growing ecommerce environment.

Qualifications

• 3+ years in customer service, contact center, or ops in ecommerce/retail.
• Experience mentoring or leading peers; formal lead role a plus.
• Strong knowledge of KPIs and SLAs in contact centers.
• Excellent written and verbal communication; data-driven.

Responsibilities

• Lead and support the Customer Service team across email, chat, and phone.
• Monitor KPIs and SLAs; drive continuous improvement initiatives.
• Coach agents, provide feedback, and conduct quality reviews.
• Support onboarding and training of new hires; shadowing and ramp-up.
• Collaborate on knowledge base updates and SOPs; ensure brand voice.

Skills

Customer service leadership

Coaching & mentoring

Multichannel support

Data analysis

Communication

Education

High school diploma or equivalent

Associate's or Bachelor's degree in Business/Communications or related field

Tools

Microsoft Dynamics

SharePoint

Zendesk

Salesforce Service Cloud

Job description

Haypp Group is expanding its U.S. operations and seeks a Customer Service Lead in Arlington, VA. You will guide the team across email, chat, and phone, ensuring SLAs and CSAT targets are met while coaching agents and shaping onboarding. This hybrid role combines in-office collaboration Tue–Thu with remote work on other days.

You will analyze channel trends, drive process improvements, and maintain knowledge bases, ensuring high-quality customer experiences in a fast-growing ecommerce environment.