Night & Weekend Customer Support Lead — Mentor & Escalation Expert

S-Hand Group; Fairfield (ME); On-site; USD 25,000 - 29,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Educational Assistance

Employee Stock Ownership Plan

Job summary

Johnny's Selected Seeds is seeking a Night & Weekend Lead to serve as the primary operational resource during evenings and weekends. This in-house position supports team members, handles customer escalations, and helps manage workflow priorities to meet service levels and business goals.

Based in Fairfield, Maine, the role runs Saturday and Sunday 8 AM–5 PM, plus three weekdays 4 PM–8 PM, January through May, with potential mentorship of specialists and coordination with management to deliver

Qualifications

• 2 years of experience in a Contact Center or Customer Service environment.
• Demonstrated strong customer service skills.
• Strong working knowledge of Customer Support processes and systems.
• Ability to work independently and make sound decisions.
• Effective communication and problem-solving skills.
• Ability to remain calm and professional during escalated situations.
• Demonstrated reliability and accountability.
• Positive attitude and willingness to support team members.
• Ability to motivate and lead by example to inspire the team to uphold Johnny's high standards.
• Ability to deal with ambiguity and multiple direction changes.
• Ability to work with different personal styles and approaches.
• Dependable, punctuality and readiness to work.

Responsibilities

• The first point of contact and resource for team members during extended peak hours.
• During Peak, rotate with other Pod Leads for weekend and evening coverage.
• Assist the team members when responding to inquiries and escalated complaints, ensuring customers receive professional and efficient customer service.
• Ensure the team is creating and maintaining accurate records of customer interactions, and other relevant data.
• Stay current on Johnny's product lines, Johnny's internal policies and procedures.
• Oversee sales order channels and workflows to ensure service and sales volumes are moving forward through the proper processes and systems.
• Oversee omni‑channel communications, make adjustments to the staffing levels to maximize all SLA commitments.
• Work with the management team to create and deliver KPI's that result in positive change and business efficiencies.
• Assist in educational information updates staff, ensuring they have the most current resources and information to service our customers.
• Communicate problems to the manager as well as any positive or negative feedback.
• Other tasks and responsibilities as needed or assigned.
• Function as a positive mentor for specialists.

Skills

Customer service

Communication

Problem solving

Leadership

Reliability

Education

High school diploma or GED

Job description

Johnny's Selected Seeds is seeking a Night & Weekend Lead to serve as the primary operational resource during evenings and weekends. This in-house position supports team members, handles customer escalations, and helps manage workflow priorities to meet service levels and business goals.

Based in Fairfield, Maine, the role runs Saturday and Sunday 8 AM–5 PM, plus three weekdays 4 PM–8 PM, January through May, with potential mentorship of specialists and coordination with management to deliver