Customer Service Team Lead

Swift Staffing Group; Lakewood (CO); On-site; USD 80,000 - 100,000; Full time

Job summary

Swift Staffing Group is seeking an experienced Customer Service Team Lead for an in-office role in Lakewood, NJ. You will oversee daily operations, guide team members, and drive customer satisfaction while leading by example.

The ideal candidate has 5+ years in customer service, prior team leadership, and strong Zendesk proficiency. This full-time, on-site position offers a competitive salary and performance-driven environment.

Qualifications

• 5+ years of customer service experience required.
• Previous team lead or supervisory experience required.
• Proficiency with Zendesk required.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead, coach, and support the customer service team to deliver exceptional service.
• Monitor daily team performance and ensure service goals are achieved.
• Handle escalated customer inquiries and resolve complex issues professionally.
• Train and onboard new customer service representatives.
• Utilize Zendesk to manage support tickets and monitor workflows.
• Ensure timely and accurate responses to customer requests.
• Identify opportunities to improve customer service processes and efficiency.
• Collaborate with other departments to resolve customer concerns.
• Track team metrics and prepare performance reports for management.
• Foster a positive, collaborative, and customer focused work environment.

Skills

Zendesk proficiency

Leadership

Communication skills

Time management

Customer service experience

Multitasking

Tools

Zendesk

Microsoft Office

Job description

Our client is seeking an experienced Customer Service Team Lead to join their team in Lakewood, NJ. This is a full time, in office position for a motivated professional who is passionate about customer satisfaction and enjoys leading by example.

The Customer Service Team Lead will oversee the daily operations of the customer service department, provide guidance and support to team members, monitor performance, and help resolve escalated customer concerns. The ideal candidate has strong leadership skills, extensive customer service experience, and is highly proficient in Zendesk.

This is an excellent opportunity for a customer focused professional looking to take the next step in their leadership career.

Key Responsibilities:

• Lead, coach, and support the customer service team to deliver exceptional service
• Monitor daily team performance and ensure service goals are achieved
• Handle escalated customer inquiries and resolve complex issues professionally
• Train and onboard new customer service representatives
• Utilize Zendesk to manage support tickets and monitor workflows
• Ensure timely and accurate responses to customer requests
• Identify opportunities to improve customer service processes and efficiency
• Collaborate with other departments to resolve customer concerns
• Track team metrics and prepare performance reports for management
• Foster a positive, collaborative, and customer focused work environment

Qualifications:

• 5+ years of customer service experience required
• Previous team lead or supervisory experience required
• Proficiency with Zendesk required
• Excellent communication and interpersonal skills
• Strong leadership and problem solving abilities
• Ability to manage multiple priorities in a fast paced environment
• Strong organizational and time management skills
• Proficiency in Microsoft Office Suite preferred

Location: Lakewood, NJ

Type: Full time, On site

Salary: $80,000–$100,000