Customer Service Team Lead: Build a High-Impact Team

Esri; Riverside (CA); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) and profit-sharing

Vacation leave (80 hours minimum)

Job summary

Esri is seeking a Customer Service Team Lead in Riverside, CA to guide a high-performing CSR team and drive a culture of exceptional service. The role emphasizes leadership, accountability, and continuous improvement across departments.

You will mentor the team, manage daily workflows, and address escalations while partnering with product and sales to streamline processes. A strong customer focus and 5+ years of leadership experience are required.

Qualifications

• 5+ years of professional experience in a similar position.
• Demonstrated leadership capabilities with sound judgment and effective decision-making skills.
• Strong customer focus and ability to foster a customer-centric culture.

Responsibilities

• Lead, mentor, and coach CSRs to meet performance goals and service standards.
• Oversee daily workflows, resolve inquiries, and monitor team metrics.
• Handle complex issues as escalation point and ensure timely resolution.
• Collaborate with product, sales, and support to improve processes.
• Analyze service data and prepare reports for senior management.

Skills

Team leadership

Customer service

Mentoring

Performance management

Cross-functional collaboration

Education

Bachelor’s degree in business or related field

Job description

Esri is seeking a Customer Service Team Lead in Riverside, CA to guide a high-performing CSR team and drive a culture of exceptional service. The role emphasizes leadership, accountability, and continuous improvement across departments.

You will mentor the team, manage daily workflows, and address escalations while partnering with product and sales to streamline processes. A strong customer focus and 5+ years of leadership experience are required.