Customer Service Team Lead & Operations Coach

Goldman Sachs Group; Draper (UT); On-site; USD 50,000 - 80,000; Full time

Job summary

Marcus by Goldman Sachs is seeking a Customer Service Team Leader to oversee a team of 15–18 representatives across Draper, UT and Richardson, TX. This role focuses on coaching, performance feedback, and developing high-quality customer interactions in a fast-paced environment.

You will interview and mentor staff, monitor calls, and collaborate with business partners to ensure targets are met while guiding real-time operational performance and process improvements.

Qualifications

• Three plus years of customer service management/ service orientated leadership role.
• Strong understanding of customer service experience.
• Self-directed, detail oriented, driven and able to work independently in a fast paced environment.
• Experience working with high net-worth customers.

Responsibilities

• Lead, manage and supervise the day-to-day operations of a team of 15-18 customer service representatives.
• Coach the team in a real time environment by conducting bi weekly one-on-ones, staff meetings, in addition to on the spot feedback.
• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
• Monitor calls and work closely with the business partners to closely manage ongoing professional and personal development of operations team members
• Provide hands‑on assistance to team members while serving as an escalation point for the operation’s customer issues and complaints.
• Offer guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business.
• Project Management/Process owner driving initiatives, recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy.

Skills

Customer service management

Customer service experience

Self-motivation

Attention to detail

HNWI experience

Education

High School Diploma or GED

Job description

Marcus by Goldman Sachs is seeking a Customer Service Team Leader to oversee a team of 15–18 representatives across Draper, UT and Richardson, TX. This role focuses on coaching, performance feedback, and developing high-quality customer interactions in a fast-paced environment.

You will interview and mentor staff, monitor calls, and collaborate with business partners to ensure targets are met while guiding real-time operational performance and process improvements.