Expert Maker: Customer Support Lead

Michaels Stores; Irving (TX); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

401(k) with employer match

Medical, dental, and vision coverage

Employee discounts

Flexible spending accounts

Tuition assistance

Job summary

The Michaels Expert Maker role at Michaels Stores in Irving, TX leads a small call center team, guiding daily operations, escalation handling, and performance improvement to ensure fast, friendly resolutions for customers.

You will coach, train, and set priorities, partner with store and district teams, and report metrics to business partners while maintaining excellent service levels and a positive customer experience.

Qualifications

• High School diploma required or equivalent.
• Experience in a customer-centric environment with supervisory duties preferred.
• Strong verbal and written communication skills.

Responsibilities

• Oversee daily operations of a small call center team.
• Guide and train agents to resolve customer issues with empathy.
• Manage escalations with senior leadership and partner with store/district teams.
• Ensure SLA adherence and coverage across shifts.
• Provide performance reporting to business partners.

Skills

Team Leadership

Customer Service

Coaching & Training

Problem Solving

Conflict Resolution

Communication Skills

Education

High School Diploma

College degree or equivalent (preferred)

Tools

Microsoft Office Suite

Job description

The Michaels Expert Maker role at Michaels Stores in Irving, TX leads a small call center team, guiding daily operations, escalation handling, and performance improvement to ensure fast, friendly resolutions for customers.

You will coach, train, and set priorities, partner with store and district teams, and report metrics to business partners while maintaining excellent service levels and a positive customer experience.