Customer Service Team Leader (US-Based Remote)

Compass Experience Labs LLC; Columbus, Northern (OH, KY); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Compass Experience Labs LLC is seeking an experienced Customer Service Team Lead to manage a remote US-based support team in a fast-growing specialty coffee and beverage brand. You will coach agents, monitor performance, and drive an exceptional customer experience across channels.

Ideal candidates bring prior call center leadership, strong English communication, and a bias for data-driven improvement. This full-time role offers a fully remote setup and weekend-free scheduling aligned with PST

Qualifications

• Experience in call center environments is required.
• Proven track record as a Team Lead, Supervisor, or similar leadership role.
• Strong background in customer service operations and process improvement.
• Excellent spoken and written English communication skills.
• Demonstrated ability to coach, mentor and develop staff.
• Ability to manage performance and provide constructive feedback.
• Strong problem-solving and decision-making abilities.
• Comfortable working with performance metrics and KPIs.
• Experience handling escalations professionally and effectively.
• Comfortable working remotely and managing a distributed team.
• Availability for 8:00 AM–5:00 PM PST, Monday–Friday, in a remote setting.

Responsibilities

• Lead, coach, and motivate a team of Customer Service Associates.
• Monitor team performance against quality, productivity, and service metrics.
• Provide regular coaching, feedback, and performance support to agents.
• Conduct team huddles, one-on-ones, and performance discussions.
• Oversee adherence to established processes, policies, and procedures.
• Track attendance, productivity, and other KPIs; address variances.
• Identify trends and recurring issues; propose improvements.
• Collaborate with Operations and other stakeholders on service opportunities.
• Assist agents with escalated or complex customer concerns.
• Foster a positive, engaging team culture and environment.
• Support training and onboarding of team members.

Skills

Call center experience

Team lead experience

Customer service operations

English communication

Coaching & mentoring

Performance management

Problem solving

KPIs & metrics

Escalation handling

Remote work capability

Multi-tasking

Job description

Career Opportunities with Compass Experience Labs

A great place to work.

Careers At Compass Experience Labs

Current job opportunities are posted here as they become available.

Customer Service Team Leader (US-Based Remote)

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

About the Opportunity

Work Setup: Remote - U.S.
Schedule: 8:00 AM - 5:00 PM PST, 5 days a week
Days Off: Fixed weekends off
Industry: Specialty Coffee & Beverage Retail
Employment Type: Full-Time

Lead the Team. Elevate the Experience.

We're looking for an experienced Customer Service Team Lead to join the customer support team of a fast-growing specialty coffee and beverage retail company.

In this role, you'll lead and support a team of Customer Service Associates, helping them deliver friendly, efficient, and exceptional customer experiences every day.

We're looking for a hands‑on leader who knows how to coach, motivate, solve problems, and bring out the best in people.

What You'll Do

• Lead, coach, and motivate a team of Customer Service Associates
• Monitor team performance against customer service, productivity, quality, and operational goals
• Provide regular coaching, feedback, and performance support
• Conduct team huddles, one-on-ones, and performance discussions
• Monitor customer interactions to ensure quality and adherence to service standards
• Assist agents with escalated or complex customer concerns
• Identify trends and recurring customer issues and recommend solutions
• Work closely with Operations and other stakeholders to address service opportunities
• Ensure team members follow established processes, policies, and procedures
• Track attendance, productivity, quality, and other key performance indicators
• Recognize strong performance and create an engaging, positive team environment
• Support training, onboarding, and continuous development of team members
• Serve as a role model for exceptional customer service and positive team culture

What We’re Looking For

Required:

• Previous call center / contact center experience
• Previous experience as a Team Lead, Supervisor, or equivalent people-leadership role
• Strong experience in customer service operations
• Excellent verbal and written English communication skills
• Strong coaching, mentoring, and people-management skills
• Ability to manage performance and provide constructive feedback
• Strong problem-solving and decision-making skills
• Comfortable working with performance metrics and KPIs
• Ability to handle escalations professionally and effectively
• Strong organizational and multitasking skills
• Comfortable working with multiple systems and applications
• Ability to work independently in a remote environment
• Willingness to work 8:00 AM-5:00 PM PST, Monday-Friday

The Leader We’re Looking For

People-first. Accountable. Energetic. Solutions-oriented.

You're someone who:

Leads by example - You don't just tell your team what to do; you're willing to roll up your sleeves and support them.

Knows how to coach - You turn feedback into growth and help people become better at what they do.

Drives performance - You understand the numbers but never lose sight of the people behind them.

Cares about customers - You understand that every interaction is an opportunity to create a great experience.

Builds team culture - You know how to create an environment where people feel supported, motivated, and valued.

Why Join Us?

• Fully Remote Work Setup - Work from the comfort of your home.
• Comprehensive Benefits - Medical, dental, vision, and ancillary benefits effective the first of the month after 60 days.
• Paid Time Off (PTO) - Enjoy time away to rest, recharge, and spend with family.
• 401(k) Retirement Plan - Eligible after 6 months of employment.
• Fixed Weekends Off - Enjoy a consistent Monday-Friday schedule.
• Be Part of a Growing U.S. Coffee & Beverage Business - Support an exciting and expanding specialty coffee and beverage retail brand.
• Customer-Focused Team - Join an energetic team that values great customer experiences.
• Career Growth & Development - Build and strengthen your customer service and retail support skills.

Ready to Lead the Way?

If you're an experienced customer service leader who loves developing people, driving performance, and creating great customer experiences, we'd love to hear from you.

Bring your leadership. Bring your energy. Help us create exceptional experiences- one customer and one team member at a time.