Customer Service Team Lead - Call Center

EarthCam, Inc.; États-Unis; Sur place; USD 60 000 - 85 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental and Vision

401(k) matching

Paid time off

Company events

Résumé du poste

EarthCam, Inc. seeks a Customer Service Supervisor to lead a fast-paced call center, overseeing daily activity, queues, staffing, coaching, and escalations to ensure timely resolution.

You will maintain service quality, track metrics, and partner with other departments to resolve issues, deliver training, and drive customer satisfaction across our technology products and B2B services.

Qualifications

• 5+ years of customer service experience.
• 3+ years managing a call center team.
• Experience with high-volume phone support.
• Proficiency with CRM, ticketing, and reporting tools.

Responsabilités

• Supervise daily call center operations and guide agents.
• Monitor call queues, wait times, and open tickets.
• Coordinate schedules and coverage for peak periods.
• Lead weekly team meetings and one-on-one coaching.
• Review calls and provide actionable feedback.
• Serve as escalation point for complex issues.

Connaissances

Customer service

Team management

Call center metrics

Escalation handling

Outils

CRM platforms

Ticketing systems

Reporting tools

Description du poste

EarthCam, Inc. seeks a Customer Service Supervisor to lead a fast-paced call center, overseeing daily activity, queues, staffing, coaching, and escalations to ensure timely resolution.

You will maintain service quality, track metrics, and partner with other departments to resolve issues, deliver training, and drive customer satisfaction across our technology products and B2B services.