Customer Service Team Lead: Coaching & Operations

call Hero; BLOOMINGTON (MN); On-site; USD 30,000 - 33,000; Full time

Job summary

Hero is seeking a Customer Service Team Lead in Bloomington, MN for a full-time role that blends hands-on customer service with leadership of a CSR team. You will coach, QA, and develop reps, monitor workload, ensure process adherence, and maintain high customer experience across phone, email, text, and digital channels.

This role emphasizes building a positive, accountable culture with regular huddles and training, performance management, and incentives tied to team results.

Qualifications

• Strong coaching and interpersonal skills.
• Ability to coach, give feedback, and drive performance.
• Excellent written and verbal communication across channels.
• Ability to manage multiple systems and workflows.

Responsibilities

• Lead day-to-day CSR activities and monitor workload across channels.
• Provide QA reviews and ongoing coaching to team members.
• Document processes and ensure adherence to standards.
• Support onboarding and training of new Customer Service Representatives.
• Foster a positive, accountable team culture focused on customer experience.

Skills

Coaching

Communication

Multitasking

Process adherence

Team leadership

Technology proficiency

Education

Bachelor's degree (preferred)

Tools

CRM software

Ticketing tools

Job description

Hero is seeking a Customer Service Team Lead in Bloomington, MN for a full-time role that blends hands-on customer service with leadership of a CSR team. You will coach, QA, and develop reps, monitor workload, ensure process adherence, and maintain high customer experience across phone, email, text, and digital channels.

This role emphasizes building a positive, accountable culture with regular huddles and training, performance management, and incentives tied to team results.