Customer Service Team Lead: Coaching & Process Improvement

Jobtailor; Durham (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

Jobtailor is seeking a Customer Service Supervisor in the Durham, NC area. The role involves supervising day-to-day operations of the customer service team and guiding staff to meet service levels.

Responsibilities include workload assignment, coaching, and handling escalated issues. You will support onboarding and training, collaborate with other teams, and identify process improvements to drive key metrics.

Qualifications

• 5+ years of customer service experience in a call center environment with at least 1–2 years in a team lead/supervisory role.
• Bachelor’s degree in Business, Communications, or a related field, or equivalent combination of education and experience.

Responsibilities

• Supervise the day-to-day activities of the customer service team.
• Assign and monitor workloads.
• Provide coaching, mentoring, and performance feedback to team members.
• Handle escalated customer issues that require supervisory intervention.
• Support onboarding and training of new team members.
• Collaborate with cross-functional teams to resolve customer issues.
• Identify opportunities to enhance processes.
• Contribute to the development and achievement of departmental objectives and metrics.

Skills

Leadership

Coaching

Mentoring

Performance management

Call center experience

Education

Bachelor's degree or equivalent

Job description

Jobtailor is seeking a Customer Service Supervisor in the Durham, NC area. The role involves supervising day-to-day operations of the customer service team and guiding staff to meet service levels.

Responsibilities include workload assignment, coaching, and handling escalated issues. You will support onboarding and training, collaborate with other teams, and identify process improvements to drive key metrics.