Customer Service Team Lead — Mentor & Process Optimizer

DUAL North America, Inc.; Dallas, Northern (TX, KY); Hybrid; USD 74,501,000 - 80,231,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Unlimited PTO

401k with company match

Paid volunteer days

Job summary

DUAL North America, Inc. in Dallas, TX is seeking a Customer Service Team Lead to supervise the customer service team, mentor staff, and drive process improvements. You will oversee inquiries, resolve escalations, and collaborate with other departments to enhance service quality.

The role requires strong leadership, excellent communication, and experience leading projects. In-office position with competitive hourly pay and benefits included.

Qualifications

• High school diploma or equivalent required.
• 3–5 years of customer service experience.
• Proven leadership and supervisory能力.
• Excellent written and verbal communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency in customer service software and MS Office.
• Ability to handle high-stress situations professionally and empathetically.
• Ability to work independently and in a team.
• Experience leading special projects and process improvements is a plus.

Responsibilities

• Supervise and support the customer service team, ensuring efficient handling of inquiries.
• Address and resolve complex and escalated inquiries and complaints.
• Mentor and train CSR 1 and CSR 2 team members.
• Maintain records of team member interactions.
• Collaborate with other departments to resolve issues and improve processes.
• Stay informed about industry trends, policies, and regulatory changes.
• Identify opportunities for process improvements and lead initiatives.
• Lead special projects to advance organizational goals, including new protocols or training.

Skills

Leadership skills

Customer service experience

Communication skills

Problem solving

MS Office

Customer service software

Stress management

Team collaboration

Project leadership

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

DUAL North America, Inc. in Dallas, TX is seeking a Customer Service Team Lead to supervise the customer service team, mentor staff, and drive process improvements. You will oversee inquiries, resolve escalations, and collaborate with other departments to enhance service quality.

The role requires strong leadership, excellent communication, and experience leading projects. In-office position with competitive hourly pay and benefits included.