Customer Service Team Lead - Elevate Customer Experience

Esri; Riverside (CA); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Health benefits

401(k)

Vacation time

Holiday pay

Job summary

Esri in Riverside, CA is seeking a Customer Service Team Lead to guide a high-performing group of Customer Service Representatives. You will foster excellence, accountability, and continuous improvement across customer interactions.

You will collaborate with product, sales and support teams to streamline processes, monitor metrics, and drive performance while developing your team and delivering exceptional service to our customers.

Qualifications

• 5+ years of professional experience in a similar position.
• Demonstrated leadership capabilities with sound judgment and effective decision-making skills.
• Highly team-oriented with a strong commitment to achieving shared goals and driving collective success.
• A strong focus on customer satisfaction and the ability to foster a customer-centric culture within the team.
• Flexibility to adapt work hours to meet business demands, including team coverage, product meetings, testing assignments, and after-hours support.
• Visa sponsorship is not available for this posting. Applicants must be authorized to work for any employer in the U.S.
• Bachelor’s degree in business or related field

Responsibilities

• Lead, mentor, and coach CSRs to meet performance goals; conduct feedback, goal setting, and reviews.
• Manage daily workflows; ensure timely resolution of inquiries, orders, and profile issues; monitor metrics and drive improvements.
• Handle complex or escalated customer issues with professionalism and efficiency; serve as escalation point for critical matters.
• Partner with internal departments to streamline processes and enhance the customer experience.
• Analyze service metrics, identify trends, and recommend improvements; prepare reports for senior management.

Skills

Leadership

Customer service

Team management

Communication

Education

Bachelor's degree in business or related field

Job description

Esri in Riverside, CA is seeking a Customer Service Team Lead to guide a high-performing group of Customer Service Representatives. You will foster excellence, accountability, and continuous improvement across customer interactions.

You will collaborate with product, sales and support teams to streamline processes, monitor metrics, and drive performance while developing your team and delivering exceptional service to our customers.