Customer Support Tactical Team Lead — Escalations & Strategy

AmeriGas; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

AmeriGas is seeking a Customer Support Tactical Team Supervisor to lead a team of specialists, overseeing escalation management and service alignment with field operations. The role bridges customer contact centers and field teams to drive operational excellence.

The ideal candidate will have 5+ years in contact center operations, 2+ years in supervision, and strong skills in communication, leadership, and data-driven decision making.

Qualifications

• BS/BA in Business, Communication or a related field or equivalent work experience.
• 5+ years’ experience in contact center operations or customer service roles.
• Minimum of 2+ years in a supervisory or management role.
• Demonstrated expertise in call handling techniques and customer service best practices.
• Proven track record of managing high-performing teams in complex, fast-paced environments.

Responsibilities

• Lead, mentor, and develop a team of Customer Support Tactical Team Specialists.
• Provide coaching and guidance on complex case handling, escalation management, and customer communication.
• Manage team capacity planning, workload distribution, and resource allocation.
• Monitor KPIs and SLAs to ensure performance goals.
• Build and maintain strategic relationships with Contact Center, Delivery, Service, Field Operations and other stakeholders.
• Analyze trends in escalated cases to identify opportunities for proactive improvements.

Skills

Strategic Leadership

People Management

Analytical Thinking

Customer Advocacy

Change Management

Communication

Collaboration

Education

BS/BA in Business or related field

Tools

CRM

SAP

MS Office

Job description

AmeriGas is seeking a Customer Support Tactical Team Supervisor to lead a team of specialists, overseeing escalation management and service alignment with field operations. The role bridges customer contact centers and field teams to drive operational excellence.

The ideal candidate will have 5+ years in contact center operations, 2+ years in supervision, and strong skills in communication, leadership, and data-driven decision making.