Customer Service Team Leader: Elevate the CX

Brand Addition; St. Louis (MO); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Downtown headquarters

Job summary

Brand Addition is seeking a Customer Service Team Manager in St. Louis, MO to lead our in-house team of four Customer Service Representatives.

You will drive daily performance, development, and exceptional customer experiences across email, phone, and live chat in a technology-enabled environment. You will establish clear performance expectations, conduct reviews, and coach for continuous improvement while partnering with Merchandising and Account Management to optimize the customer journey and

Qualifications

• 5+ years leading customer service teams.
• Proven ability to coach for performance and accountability.
• Experience with multi-channel support (email, phone, and chat).

Responsibilities

• Lead and develop a team of four Customer Service Representatives.
• Establish service standards and KPIs; report quarterly.
• Handle escalations and drive customer satisfaction.
• Collaborate with Merchandising and Account Management to improve the customer journey.

Skills

Team leadership

Coaching & development

Customer service management

KPIs & performance reporting

Omnichannel support

Ticketing systems (Halo)

CRM platforms

Data-driven decision making

Tools

Halo

CRM platforms

Job description

Brand Addition is seeking a Customer Service Team Manager in St. Louis, MO to lead our in-house team of four Customer Service Representatives.

You will drive daily performance, development, and exceptional customer experiences across email, phone, and live chat in a technology-enabled environment. You will establish clear performance expectations, conduct reviews, and coach for continuous improvement while partnering with Merchandising and Account Management to optimize the customer journey and