Customer Service Lead: Real-Time Support & Coaching

Forward Air Corporation; Greeneville (TN); On-site; USD 41,000 - 55,000; Full time

Job summary

Forward Air Corporation is seeking a Customer Service Team Lead to provide real-time support, queue management, and coaching for the Customer Service team. The role handles complex customer contacts and maintains service levels across phone, email, and chat in a 100% on-site setting.

The position offers a base pay of $48,000 annually with a Monday–Friday 10am–6pm schedule. Ideal candidates have 3+ years in high-volume CS, strong communication, and coaching abilities.

Qualifications

• HS diploma or GED required.
• 3+ years customer service experience in high-volume or transportation/logistics.
• Mastery of customer service workflows across multiple platforms.
• Strong problem-solving and decision-making abilities for escalations.
• Excellent verbal and written communication skills with coaching ability.
• Ability to influence peers without direct supervisory authority.
• Ability to type 35+ wpm with high accuracy.
• Experience supporting training, quality monitoring, or process improvement.
• Discretion and confidentiality in handling sensitive information.
• Proficient with Windows PCs and Office 365; experienced with web conferencing tools.

Responsibilities

• Monitor real-time contact queues across phone, email, and chat to maintain service levels.
• Reassign or redistribute work to support response times and reduce backlogs.
• Serve as first contact for complex escalations, researching and coordinating with internal teams.
• Provide daily coaching and guidance to CSR I–III on systems and processes.
• Conduct call monitoring and quality observations to reinforce standards.
• Support onboarding and training with hands-on guidance and SME input.
• Review and validate customer documentation for policy compliance.
• Communicate workflow changes and priorities to the team with supervisors/managers.
• Assist with queue forecasting and daily staffing adjustments as needed.
• Maintain SOPs, knowledge articles, and team resources.
• Identify escalation trends and recommend improvements.
• Support peak-volume periods by handling customer contacts to sustain service levels.
• Model professionalism, accuracy, and a customer-first mindset.
• Maintain regular attendance to meet business needs.

Skills

Customer service systems

Problem solving

Verbal & written communication

Influence without authority

Typing 35+ wpm

Training & quality monitoring

Discretion & confidentiality

Multi-platform navigation

Education

High school diploma or GED

Tools

Microsoft 365 (Outlook, Word, Excel, PowerPoint)

Web conferencing (Teams, Zoom, Webex)

Windows OS

Job description

Forward Air Corporation is seeking a Customer Service Team Lead to provide real-time support, queue management, and coaching for the Customer Service team. The role handles complex customer contacts and maintains service levels across phone, email, and chat in a 100% on-site setting.

The position offers a base pay of $48,000 annually with a Monday–Friday 10am–6pm schedule. Ideal candidates have 3+ years in high-volume CS, strong communication, and coaching abilities.