Customer Service Team Lead & Process Coach

Goldman Sachs; Richardson (TX); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health and welfare programs

Generous vacation entitlement

On-site health centers

Job summary

Marcus by Goldman Sachs is seeking a Customer Service Team Leader/Analyst to oversee a day-to-day operations team in Richardson, TX (and Draper, UT). You will coach a 15–18 person front-line group, drive real-time performance feedback, and support escalation handling for customer issues.

The role emphasizes leadership and mentoring, with responsibilities spanning interviewing new teammates, performance coaching, and collaboration with business partners to meet service targets and implement

Qualifications

• Three plus years of customer service management or service-oriented leadership.
• Strong ability to lead and coach a frontline team in a fast-paced environment.
• Experience interviewing and selecting new team members; able to mentor others.

Responsibilities

• Lead day-to-day operations of a team of 15-18 customer service representatives.
• Coach the team in real-time with bi-weekly 1:1s and staff meetings; provide feedback.
• Assist with interviewing and selection of team members and serve as a mentor.
• Monitor calls and partner with business teams to manage development and performance.
• Provide escalation support for customer issues and drive process improvements.
• Ensure service level targets are met and contribute to initiative execution.

Skills

Customer service management

Leadership

Coaching

Interviewing

Relationship management

Education

Bachelor's degree

Job description

Marcus by Goldman Sachs is seeking a Customer Service Team Leader/Analyst to oversee a day-to-day operations team in Richardson, TX (and Draper, UT). You will coach a 15–18 person front-line group, drive real-time performance feedback, and support escalation handling for customer issues.

The role emphasizes leadership and mentoring, with responsibilities spanning interviewing new teammates, performance coaching, and collaboration with business partners to meet service targets and implement