Customer Service Lead — Team Trainer & Escalation Pro

Canteen; Minneapolis (MN); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Free coffee and pantry

Free parking

Dress for your day

Event tickets

Paid time off

Wellness programs

Volunteer time off

Job summary

Canteen, the national account management arm of Compass Group USA, is seeking a Customer Service Lead to drive day-to-day operations and deliver exceptional client service. This role will focus on coaching, training, and escalating issues while coordinating with client locations and vendors.

Ideal candidates have leadership experience, strong MS Office skills, and familiarity with ERP systems and call center software. Minnesota-based, requiring in-office presence 3–5 days a week as needed.

Qualifications

• Experience motivating and coaching teams.
• Strong customer service focus.
• Professional composure in high-pressure, time-sensitive environment.
• Strong computer skills in Microsoft Word and Excel.
• Experience with call center software such as Finesse.
• One year of JD Edwards or other ERP experience (e.g., SAP, PeopleSoft, Oracle).
• Experience with Business Objects or other reporting tools.

Responsibilities

• Serve as a resource to the team regarding policies, processes, and job duties.
• Train new Customer Service Representatives and Senior CSRs.
• Provide feedback on team performance to CS management.
• Assist Managers with onboarding new team members.
• Provide ongoing customer service for client locations and vendors.
• Review escalated issues and coordinate with vendors for resolution.
• Monitor quality assurance and daily ticket counts.

Skills

Leadership

Customer service focus

Coaching

Microsoft Word/Excel

Call center software

ERP systems experience

Business reporting tools

Education

High school degree

Associate's degree preferred

Tools

Finesse

Job description

Canteen, the national account management arm of Compass Group USA, is seeking a Customer Service Lead to drive day-to-day operations and deliver exceptional client service. This role will focus on coaching, training, and escalating issues while coordinating with client locations and vendors.

Ideal candidates have leadership experience, strong MS Office skills, and familiarity with ERP systems and call center software. Minnesota-based, requiring in-office presence 3–5 days a week as needed.