Customer Service Team Lead

Placements24; Windsor Park (TN); On-site; USD 43,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Health, dental, and vision insurance

PTO and retirement plan

Career progression opportunities

Job summary

Placements24 is seeking an experienced Customer Service Team Lead to oversee our support team in East London. This role focuses on guiding and mentoring staff, achieving service levels, and driving a positive team culture.

You will manage performance, develop training initiatives, and report on key metrics to management. Strong CRM experience and excellent communication are essential to succeed in this office-based leadership position.

Qualifications

• Experience leading a customer service team.
• Proven ability to motivate and develop staff.
• Strong customer service principles and problem-solving skills.

Responsibilities

• Lead, coach, and mentor a team of customer service representatives.
• Set performance goals and monitor productivity and quality of service.
• Handle escalated customer issues and guide complex problem-solving.
• Develop and implement training programs for team members.
• Analyze team performance data and report key metrics to management.

Skills

Team Leadership

Coaching

CRM Systems

Performance Management

Communication

Tools

CRM software

Job description

About the Role

Our client is looking for an experienced and motivating Customer Service Team Lead to oversee their dedicated support team in East London . This leadership role is responsible for guiding, training, and supporting a team of customer service professionals to achieve outstanding service levels. You will foster a positive team culture, manage performance, and ensure the efficient operation of the customer service department. This office-based position is critical for driving customer satisfaction and team excellence.

Key Responsibilities

• Lead, coach, and mentor a team of customer service representatives.
• Set performance goals and monitor team productivity and quality of service.
• Handle escalated customer issues and provide guidance on complex problem-solving.
• Develop and implement training programs for team members.
• Analyze team performance data and report on key metrics to management.

Requirements

• Previous experience in a customer service leadership or supervisory role.
• Proven ability to motivate and manage a team effectively.
• Strong understanding of customer service principles and best practices.
• Excellent communication, problem-solving, and conflict-resolution skills.
• Experience with CRM systems and customer service software is essential.

Benefits

• Competitive salary and leadership bonus potential.
• Opportunity to lead and develop a talented team in East London .
• Comprehensive health, dental, and vision insurance.
• Paid time off and retirement savings plan.
• A supportive management structure and a focus on career progression.