Customer Service Team Lead - Hybrid & Growth

Placements24; Willows (CA); Hybrid; USD 21,000 - 33,000; Full time

Benefits offered by this job

Hybrid work model

Bonuses

Health benefits

Career development

Job summary

Placements24 in Welkom is seeking an experienced Customer Service Team Lead to guide and motivate the support team. You will oversee daily operations, coach staff, and implement strategies to enhance service delivery.

This leadership role focuses on customer satisfaction, operational efficiency, and a positive team environment. The ideal candidate will have a proven track record in customer service management and a passion for developing talent, with responsibilities spanning coaching,

Qualifications

• Proven experience in customer service leadership or supervisory roles.
• Excellent communication and interpersonal skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM systems and support platforms.

Responsibilities

• Lead, train, and mentor a team of customer service representatives to achieve performance goals.
• Monitor team performance metrics and provide regular feedback and coaching.
• Handle escalated customer issues and complex inquiries, ensuring timely resolutions.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Manage team schedules, workload distribution, and resource allocation.
• Conduct performance reviews and identify training needs for team members.
• Collaborate with other departments to resolve cross-functional issues.
• Ensure adherence to company policies, procedures, and service standards.
• Contribute to development and refinement of customer service processes and tools.

Skills

Leadership

Coaching

Communication

Conflict resolution

CRM proficiency

Analytical thinking

Training delivery

Education

Relevant degree or professional qualification

Tools

CRM software

Job description

Placements24 in Welkom is seeking an experienced Customer Service Team Lead to guide and motivate the support team. You will oversee daily operations, coach staff, and implement strategies to enhance service delivery.

This leadership role focuses on customer satisfaction, operational efficiency, and a positive team environment. The ideal candidate will have a proven track record in customer service management and a passion for developing talent, with responsibilities spanning coaching,