Hybrid Customer Service Lead & Team Coach

Everblue; Huntersville (NC); Hybrid; USD 65,000 - 100,000; Full time

Benefits offered by this job

Paid time off

Holidays

Professional development opportunities

Hybrid schedule after onboarding

Job summary

Everblue's Customer Service Lead supports the team by handling customer inquiries, enrollments, and Jira tickets while guiding two customer service representatives. The role sits within the Training Operations framework to ensure high-quality student support and timely resolutions.

Reporting to the Director of Training Operations, you will coach team members, manage enrollments, and coordinate with Program Managers and other departments to maintain accurate records and effective processes.

Qualifications

• Excellent organizational skills and attention to detail.
• Customer service experience; team leadership or mentoring is a plus.
• Excellent communication and interpersonal skills.
• Strong problem-solving and judgment; follow-through.
• Ability to learn new software quickly across multiple systems.
• Capable of balancing hands-on support with coaching and process improvement.
• Dependable, collaborative team leader who takes initiative.
• Experience with Jira, Airtable, LMS or training administration is helpful but not required.

Responsibilities

• Handle and resolve Jira tickets and respond to customers via email, phone, and live chat.
• Lead and support the team by prioritizing requests, managing queue coverage, and ensuring timely follow‑up.
• Investigate questions and escalations involving registrations, course access, certifications, exams, and scheduling; own through resolution.
• Train and coach team members, provide practical guidance, and encourage accountability and independent problem-solving.
• Process orders, student registrations, and course enrollments for open‑enrollment, group, and funded programs.
• Create and update student accounts and maintain records in LMS, Airtable, WordPress/WooCommerce.
• Troubleshoot course access and enrollment issues; process attendance updates and certificates.
• Verify enrollment information and refer exceptions to Program Managers.
• Maintain and update SOPs, FAQs, program guides, training materials, and resources.
• Assist with reporting and collaborate on system improvements and automation initiatives.

Skills

Organizational skills

Customer service

Team leadership

Communication

Interpersonal skills

Problem solving

Adaptability

Coaching

Documentation

Process improvement

Jira

Airtable

LMS platforms

Training administration

Tools

Jira

Airtable

LMS platforms

Job description

Everblue's Customer Service Lead supports the team by handling customer inquiries, enrollments, and Jira tickets while guiding two customer service representatives. The role sits within the Training Operations framework to ensure high-quality student support and timely resolutions.

Reporting to the Director of Training Operations, you will coach team members, manage enrollments, and coordinate with Program Managers and other departments to maintain accurate records and effective processes.