Customer Service Team Lead — Mentorship & Process Improvements

Howden; Dallas (TX); On-site; USD 36,000 - 39,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Wellbeing program

Unlimited PTO

401k match

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 CSR levels, and drive high customer satisfaction. You will oversee daily operations, resolve escalated inquiries, and lead initiatives to improve service processes.

This full-time, in-office role offers competitive pay, medical/dental/vision benefits, unlimited PTO, a 401(k) match, and opportunities to lead special projects within a collaborative, people-first culture.

Qualifications

• High school diploma or equivalent required.
• 3–5 years in customer service or related roles.
• Proven leadership and supervisory abilities.
• Excellent written and verbal communication and interpersonal skills.
• Experience with customer service software and MS Office.

Responsibilities

• Supervise and support the customer service team, ensuring efficient handling of inquiries.
• Address and resolve complex and escalated inquiries and complaints.
• Mentor CSR 1 and CSR 2 team members.
• Maintain accurate records of team interactions.
• Collaborate with other departments to resolve issues and improve service processes.
• Identify opportunities for process improvements and lead initiatives.
• Lead special projects to advance organizational goals.
• Monitor and report on team performance with feedback.

Skills

Leadership

Communication

Problem-solving

Customer service experience

Team mentoring

Education

High school diploma or equivalent

Tools

Customer service software

Microsoft Office

Job description

DUAL North America, Inc. in Dallas, TX is seeking a Customer Service Team Lead to supervise the customer service team, mentor CSR levels, and drive high customer satisfaction. You will oversee daily operations, resolve escalated inquiries, and lead initiatives to improve service processes.

This full-time, in-office role offers competitive pay, medical/dental/vision benefits, unlimited PTO, a 401(k) match, and opportunities to lead special projects within a collaborative, people-first culture.