Customer Service Team Lead: Coaching, Ops & Quality

Lumiere Outdoor Lighting; Minneapolis (MN); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Competitive base pay

Performance-based incentives

Growth opportunities

Job summary

Hero is seeking a Customer Service Team Lead to support daily contact center operations while providing leadership, coaching, and development to a team of Customer Service Representatives.

This is a working lead position, with responsibilities split approximately 25% hands-on and 75% team lead duties, aimed at delivering excellent customer experience and maintaining a positive, performance-driven culture. USD $22.00–$24.00 per hour.

Qualifications

• Strong communication, coaching, and interpersonal skills.
• High attention to detail and commitment to process adherence.
• Strong technological proficiency and ability to navigate multiple systems effectively.
• Demonstrated ability to learn and adapt quickly to new systems, tools, and workflows.
• Ability to multitask and balance individual responsibilities with team leadership duties.
• Strong organizational skills and ability to prioritize in a fast-paced environment.
• High personal accountability and professional integrity.

Responsibilities

• Handle customer interactions across phone, email, text, and digital channels.
• Support scheduling and inquiries with high accuracy.
• Lead by example in delivering high-quality customer experience.
• Monitor team workload and ensure tasks are completed accurately and timely.
• Document processes and ensure consistency across interactions.
• Coach team members with QA, feedback, and development plans.
• Onboard and train new CSRs; lead team huddles and process updates.
• Foster a positive, accountable team culture focused on performance.

Skills

Communication

Coaching

Interpersonal skills

Attention to detail

Process adherence

Multi-tasking

Organizational skills

Accountability

Tools

CRM software

Workflow tools

Multiple systems navigation

Job description

Hero is seeking a Customer Service Team Lead to support daily contact center operations while providing leadership, coaching, and development to a team of Customer Service Representatives.

This is a working lead position, with responsibilities split approximately 25% hands-on and 75% team lead duties, aimed at delivering excellent customer experience and maintaining a positive, performance-driven culture. USD $22.00–$24.00 per hour.