Customer Service Team Lead: High-Volume Support & Coaching

Earthcam-Inc; Upper Saddle River (NJ); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Bonuses

Dental & Vision insurance

Team events

Job summary

EarthCam, based in New Jersey, is seeking a Customer Service Supervisor to lead a fast-paced call center team, manage daily activity, coaching, and escalation handling. You will ensure service quality and staff accountability while driving performance improvements.

You will monitor metrics, mentor reps, and coordinate with other departments to resolve complex issues and uphold customer satisfaction.

Qualifications

• 5+ years of customer service experience.
• 3+ years of management experience supervising a customer service or call center team.
• Experience managing phone-based customer support in a high-volume environment.
• Experience monitoring call queues, staffing coverage, attendance, and schedule adherence.
• Proven success coaching representatives and improving measurable team performance.
• Experience conducting call quality reviews and delivering constructive feedback.
• Strong understanding of call center metrics, including service levels, average handling time, abandonment rate, and first-call resolution.
• Experience handling escalated calls and resolving complex customer concerns.
• Proficiency with call center phone systems, CRM platforms, ticketing systems, and reporting tools.
• Strong communication, organizational, and problem-solving skills.
• Experience supporting technology products or working in a B2B environment preferred.

Responsibilities

• Supervise daily call center operations and provide real-time direction to customer service representatives
• Monitor inbound call queues, wait times, abandoned calls, and open tickets to identify and address service delays
• Coordinate schedules, breaks, and coverage to maintain appropriate staffing throughout the day
• Monitor attendance, schedule adherence, and representative availability
• Lead weekly team meetings and regular one-on-one meetings to communicate priorities and review performance
• Monitor live and recorded calls, evaluate interactions, and provide actionable coaching
• Reinforce call handling standards, professional phone etiquette, accurate documentation, and consistent follow-through
• Serve as the escalation point for complex customer concerns and step in to support calls during peak periods
• Track first-call resolution, customer satisfaction, quality scores, call handling time, and ticket aging
• Prepare performance reports, identify gaps, and implement coaching or corrective action plans
• Support onboarding and ongoing training on products, systems, call handling, and escalation procedures
• Coordinate with internal departments to resolve customer issues and ensure clear ownership through resolution
• Identify recurring call drivers and recommend improvements to workflows, training, and self-service resources
• Coach representatives to recognize relevant upsell opportunities and coordinate with Sales when appropriate

Skills

Customer service leadership

Call center operations

Coaching

Data-driven decision making

Communication skills

Tools

CRM platforms

Ticketing systems

Reporting tools

Job description

EarthCam, based in New Jersey, is seeking a Customer Service Supervisor to lead a fast-paced call center team, manage daily activity, coaching, and escalation handling. You will ensure service quality and staff accountability while driving performance improvements.

You will monitor metrics, mentor reps, and coordinate with other departments to resolve complex issues and uphold customer satisfaction.