Hybrid Team Lead, Client Service & Performance

CSC; Boston (MA); Hybrid; USD 70,000 - 100,000; Full time

Job summary

CSC is seeking a Team Leader for Client Service to guide a dynamic team serving clients across multiple states. The role focuses on driving service quality, efficiency, and timely business license filings while maintaining strong client relations.

The ideal candidate will lead with clear communication, develop KPIs, coach staff, and manage daily operations to ensure high productivity and client satisfaction. Hybrid work arrangement available with in-office collaboration several days weekly.

Qualifications

• 3 years of leadership experience in a customer service environment
• Proven history of mentoring and developing employees
• Developing and utilizing performance metrics
• Proficiency with MS Office, especially Excel
• Excellent written and verbal communication skills
• Strong organizational and time management skills
• Strong decision-making ability
• Excellent change management skills
• Strong analytical and problem-solving abilities
• Attention to detail

Responsibilities

• Create an inspiring team environment with open communication culture
• Develop key performance indicators and set clear team goals
• Delegate tasks effectively and set deadlines
• Oversee day-to-day operations
• Monitor team performance and conduct reviews
• Handle customer complaints and client escalations
• Design and implement process and operational policies
• Manage, develop, and train employees throughout the team
• Motivate team members to achieve objectives
• Identify training needs and provide coaching
• Listen to feedback and resolve issues or conflicts
• Recognize high performance and reward accomplishments
• Ensure productivity, service, and client satisfaction levels
• Organize team-building activities

Skills

Leadership

Mentoring

Performance metrics

MS Office

Excel

Communication skills

Organization

Decision-making

Change management

Analytical thinking

Attention to detail

Tools

MS Office

Excel

Job description

CSC is seeking a Team Leader for Client Service to guide a dynamic team serving clients across multiple states. The role focuses on driving service quality, efficiency, and timely business license filings while maintaining strong client relations.

The ideal candidate will lead with clear communication, develop KPIs, coach staff, and manage daily operations to ensure high productivity and client satisfaction. Hybrid work arrangement available with in-office collaboration several days weekly.