Customer Service Team Lead

Culinary Depot; Village of Spring Valley (NY); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Paid holidays

Job summary

Culinary Depot is seeking a Customer Service Team Lead to guide our service coordinators and keep post-sale support running smoothly. You will triage cases, drive down aging cases, and act as the escalation point for complex issues, coordinating with vendors and technicians.

The role emphasizes ownership, process improvement, and a culture of urgency while ensuring customer satisfaction and timely problem resolution.

Qualifications

• 2–4 years in customer service, support, or service coordination.
• Experience leading people (shift lead, senior rep, or team lead).
• Highly organized with a sense of urgency and strong follow-through.
• Foodservice equipment or field service experience a plus.

Responsibilities

• Lead the service coordinators' day-to-day: triage cases, keep response and resolution times tight, and drive down aging cases.
• Be the escalation point for complex or sensitive customer issues.
• Hold vendors, technicians, and Authorized Service Agents to their commitments and timelines.
• Track vendor performance, warranty claims, and reimbursements.
• Build simple, repeatable processes and automate busywork so cases don't slip.
• Own the team's numbers: response times, open cases, vendor delays, resolution times.
• Coach the coordinators and set a culture of urgency and ownership.

Skills

People leadership

Customer service

High urgency

Job description

Culinary Depot is a national distributor of foodservice equipment and supplies serving restaurants, institutions, and commercial kitchens. The Customer Service Team Lead runs our post-sale service department — the team of service coordinators who keep customers up and running after the sale.

What you'll do:

• Lead the service coordinators' day-to-day: triage cases, keep response and resolution times tight, and drive down aging cases
• Be the escalation point for complex or sensitive customer issues
• Hold vendors, technicians, and Authorized Service Agents to their commitments and timelines
• Track vendor performance, warranty claims, and reimbursements
• Build simple, repeatable processes and automate busywork so cases don't slip
• Own the team's numbers: response times, open cases, vendor delays, resolution times
• Coach the coordinators and set a culture of urgency and ownership

What we're looking for:

• 2–4 years in customer service, support, or service coordination, with some experience leading people (shift lead, senior rep, or team lead)
• Highly organized, high-urgency, strong follow-through
• Comfortable holding vendors accountable while staying professional and empathetic with customers
• Foodservice equipment or field service experience a plus

Compensation and Benefits:

$75,000–$90,000 per year, plus health insurance, 401(k) with company match, paid time off, and paid holidays.