Customer Service Lead - Ops & Coaching (Call Center)

The Hair Shop; California (MO); On-site; USD 60,000 - 90,000; Full time

Job summary

The Hair Shop is seeking a Customer Service Lead to oversee daily CS operations across tickets, chat, and phone channels, resolve escalations, and ensure accurate order processing and refunds. This role partners with the Customer Service Manager to drive performance improvements and customer satisfaction.

You will coach and mentor representatives, monitor KPIs, maintain knowledge resources, and help onboard new team members.

Qualifications

• Associate degree or some college coursework completed.
• 4+ years of Call Center or Customer Service experience.
• 1+ years of lead or management experience.
• Experience with Zendesk, Ecommerce, and Fulfillment software.
• Strong understanding of company policies, processes, and service standards.
• Proficiency in Microsoft Office (Word, Excel) and Zendesk.
• Strong communication, leadership, and interpersonal skills.
• Ability to multitask in a fast-paced environment.
• Strong problem-solving and critical thinking skills.
• Ability to manage escalations and difficult customer interactions.
• Data literacy for interpreting KPIs and identifying trends.
• Strong organizational and documentation skills.
• Coaching and team development abilities.
• Customer-first mindset with ability to balance policy and empathy.

Responsibilities

• Manage daily CS operations across tickets, chat, and phone channels.
• Handle escalations and high-priority customer cases.
• Ensure accurate and timely processing of orders, payments, shipping labels, reshipments, returns, and refunds.
• Verify accuracy of new customer account entries.
• Support resolution of customer issues across all channels.
• Train, coach, and support Customer Service Representatives.
• Monitor interactions for quality assurance and provide feedback.
• Assist with onboarding of new CS team members.
• Support CS Manager with performance evaluations and documentation.
• Monitor KPIs including response time, resolution time, and CSAT.
• Identify recurring customer issues and recommend process improvements.
• Log and report operational issues, trends, and incidents to management.
• Maintain and update FAQ and internal knowledge resources.
• Support promotional and operational initiatives as needed.
• Communicate staff updates, incidents, and operational changes to management.
• Perform any other duties assigned by management.

Skills

Leadership

Customer service

Communication

Multitasking

Data analysis

Coaching

Spanish

Education

Associate degree

Some college coursework

Tools

Zendesk

Ecommerce software

Fulfillment software

Microsoft Office

Job description

The Hair Shop is seeking a Customer Service Lead to oversee daily CS operations across tickets, chat, and phone channels, resolve escalations, and ensure accurate order processing and refunds. This role partners with the Customer Service Manager to drive performance improvements and customer satisfaction.

You will coach and mentor representatives, monitor KPIs, maintain knowledge resources, and help onboard new team members.