Customer Service Team Lead

Tri-Starr Talent; Selma (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Tri-Starr Talent in Texas seeks an experienced Customer Service Lead/Manager to oversee daily operations and support the development of a high-performing team. You will monitor service levels, call quality, productivity, and KPIs, coach and train staff, and drive continuous improvements while ensuring policy compliance.

Join a fast-paced, service-focused environment where you lead regular team meetings and help resolve escalated inquiries to maintain a positive customer experience.

Qualifications

• Previous customer service experience required.
• Lead, supervise, or manage experience strongly preferred.
• Experience coaching employees and providing performance feedback.
• Comfortable monitoring KPIs, call quality, and productivity metrics.
• Strong communication, organization, and problem-solving skills.
• Ability to handle escalated customer concerns professionally.
• Comfortable working in a fast-paced, service-focused environment.

Responsibilities

• Oversee and support the daily activities of a customer service team.
• Assign responsibilities, monitor performance, and provide ongoing feedback to team members.
• Track and review key performance indicators related to call activity, responsiveness, productivity, and service quality.
• Review customer interactions and calls to evaluate quality and identify coaching opportunities.
• Provide ongoing training, coaching, and performance feedback to customer service representatives.
• Lead regular team meetings to review performance, expectations, goals, process updates, and areas for improvement.
• Identify performance trends and recommend additional training or process improvements as needed.
• Assist with complex or escalated customer inquiries and work toward timely resolutions.
• Prepare reports related to team performance, customer feedback, and departmental metrics.
• Support the onboarding and continued development of new and existing team members.
• Perform customer service responsibilities as needed to support daily operations.
• Ensure customer service activities follow established company policies, procedures, and service standards.

Skills

Customer service leadership

Performance coaching

KPIs monitoring

Job description

We are seeking an experienced Customer Service Lead/Manager to oversee daily customer service operations while supporting the performance and development of a customer service team. This position will monitor service levels, call quality, productivity, and key performance indicators to help maintain a consistent and positive customer experience.

The ideal candidate will have experience leading customer service employees, reviewing performance metrics, coaching team members, and identifying opportunities for continued improvement.

Key Responsibilities

• Oversee and support the daily activities of a customer service team.
• Assign responsibilities, monitor performance, and provide ongoing feedback to team members.
• Track and review key performance indicators related to call activity, responsiveness, productivity, and service quality.
• Review customer interactions and calls to evaluate quality and identify coaching opportunities.
• Provide ongoing training, coaching, and performance feedback to customer service representatives.
• Lead regular team meetings to review performance, expectations, goals, process updates, and areas for improvement.
• Identify performance trends and recommend additional training or process improvements as needed.
• Assist with complex or escalated customer inquiries and work toward timely resolutions.
• Prepare reports related to team performance, customer feedback, and departmental metrics.
• Support the onboarding and continued development of new and existing team members.
• Perform customer service responsibilities as needed to support daily operations.
• Ensure customer service activities follow established company policies, procedures, and service standards.

Qualifications

• Previous customer service experience required.
• Prior lead, supervisory, or management experience strongly preferred.
• Experience coaching employees and providing performance feedback.
• Comfortable monitoring KPIs, call quality, and productivity metrics.
• Strong communication, organization, and problem-solving skills.
• Ability to handle escalated customer concerns professionally.
• Comfortable working in a fast-paced, service-focused environment.