Customer Service Team Lead: Elevate Support & Performance

Long Home; Savage (MD); On-site; USD 55,000 - 65,000; Full time

Job summary

Long Home in Savage, MD is seeking a Customer Service Supervisor to lead and develop our team of Customer Service Representatives, ensuring prompt, professional support for clients and timely updates on projects.

You will coach, monitor performance against KPIs, coordinate schedules, and foster a positive, customer-focused environment while driving continuous improvement in service quality.

Qualifications

• Excellent verbal and written communication skills.
• Experience supervising, leading, or managing a customer service team preferred.
• Ability to handle upset customers and show empathy.
• Strong organizational skills.
• Strong interpersonal, conflict resolution, and problem-solving skills.
• Experience creating training documents and SOPs.

Responsibilities

• Provide direct supervision, leadership, and daily guidance to Customer Service Representatives, ensuring prompt, professional, and reliable service across calls, texts, emails, and website inquiries.
• Coach, mentor, train, and develop team members to strengthen customer service skills and performance.
• Monitor productivity, quality of work, attendance, and adherence to policies, with regular feedback.
• Conduct regular one-on-one and team meetings, evaluations, and coaching sessions to set expectations and recognize achievements.
• Hold employees accountable for KPIs and customer service standards through ongoing monitoring.
• Oversee daily team operations, including schedules and workload distribution to ensure adequate staffing.
• Ensure CSRs gather information, address needs, troubleshoot issues, and provide accurate answers.
• Reinforce proper CRM usage to document customer interactions and project details.
• Lead the team in maintaining strong customer relationships via proactive communication.

Skills

Team leadership

Customer service

Communication

Problem solving

Training

KPI accountability

Education

High school diploma/GED

Job description

Long Home in Savage, MD is seeking a Customer Service Supervisor to lead and develop our team of Customer Service Representatives, ensuring prompt, professional support for clients and timely updates on projects.

You will coach, monitor performance against KPIs, coordinate schedules, and foster a positive, customer-focused environment while driving continuous improvement in service quality.