Customer Service Team Lead — Hybrid, Flexible Schedule

Home Sweet Home; Redondo Beach (CA); Hybrid; USD 65,000 - 79,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Flexible schedule

Health insurance

On-the-job training

Paid time off

Parental leave

Vision insurance

Job summary

Home Sweet Home in Redondo Beach, CA is seeking a Supervisor, Customer Service to lead and develop a high-performing team of CSCs and CSSs. You will coach through real-time feedback, use data to spot opportunities, and foster a culture where people do their best work.

Reporting to the Operations Manager, you will balance people leadership with hands-on SME work, manage performance, and stay close to day-to-day tasks while driving improvements across customer interactions and processes.

Qualifications

• Experience leading or supervising a team in field service, customer experience, or operations.
• Proven track record coaching people to improve performance.
• Comfort working with metrics and data to guide decisions.
• Excellent verbal and written communication skills.
• Ability to balance people leadership with hands-on work.
• Collaborative mindset across teams.

Responsibilities

• Lead and develop a team of CSCs and CSSs through regular 1:1s and performance conversations.
• Deliver clear, actionable feedback to drive growth.
• Build a positive, accountable team culture rooted in collaboration and high performance.
• Identify high-potential team members and support their path forward.
• Lead and engage a hybrid team, adapting coaching and communication for both in-office and remote employees.
• Monitor productivity and quality metrics, using data to guide coaching and decision making.
• Prepare and present performance reports to the Operations Manager.
• Collaborate cross-functionally with Network Management, CRM, and Accounting teams.

Skills

Team leadership

Coaching

Data-driven decisions

Strong communication

Cross-functional collaboration

Hands-on leadership

Job description

Home Sweet Home in Redondo Beach, CA is seeking a Supervisor, Customer Service to lead and develop a high-performing team of CSCs and CSSs. You will coach through real-time feedback, use data to spot opportunities, and foster a culture where people do their best work.

Reporting to the Operations Manager, you will balance people leadership with hands-on SME work, manage performance, and stay close to day-to-day tasks while driving improvements across customer interactions and processes.