Customer Service Team Lead — Coaching & Performance

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

Benefits offered by this job

Performance incentives

Career growth opportunities

Job summary

Hero Home Services in Bloomington, MN is seeking a Customer Service Team Lead to supervise daily contact center operations and coach a team of Customer Service Representatives. This working lead role balances 25% hands-on customer service with 75% leadership duties, fostering a high-performing, customer-first culture.

The position emphasizes coaching, QA, training, and cross-channel service delivery, with incentives tied to team performance and customer outcomes.

Qualifications

• Strong communication, coaching, and interpersonal abilities are essential.
• Detail-oriented with strong process discipline and documentation.
• Ability to learn and adapt to multiple systems and workflows.
• Experience guiding a team, managing workload, and ensuring service levels.
• Proven capability to coach and develop team members.

Responsibilities

• Lead daily operations of the customer service team across channels.
• Provide coaching, QA, and performance feedback to CSR staff.
• Oversee onboarding, training, and daily huddles for the team.
• Ensure processes are followed and documentation is up to date.

Skills

Communication skills

Coaching

Interpersonal skills

Organizational skills

Attention to detail

Tech-savvy

Multitasking

Tools

CRM systems

Ticketing systems

Call routing software

Job description

Hero Home Services in Bloomington, MN is seeking a Customer Service Team Lead to supervise daily contact center operations and coach a team of Customer Service Representatives. This working lead role balances 25% hands-on customer service with 75% leadership duties, fostering a high-performing, customer-first culture.

The position emphasizes coaching, QA, training, and cross-channel service delivery, with incentives tied to team performance and customer outcomes.