Remote Customer Service Team Lead

Tetra Tech; Florida; Remote; USD 55,000 - 75,000; Full time

Job summary

Tetra Tech is seeking a Customer Service Supervisor to lead a team of customer service representatives and oversee daily operations. You will drive service quality, coach staff, and ensure escalation procedures are followed to resolve complex issues.

Ideal candidates will bring leadership, strong communication, and a focus on customer satisfaction. The role supports remote or office-based work and involves reporting on performance metrics and process improvements.

Qualifications

• High school diploma or equivalent.
• 3+ years in customer service with at least 1 year in a supervisory role.
• Proven track record of leading a customer service team.
• Strong leadership and team management skills.
• Proficient in call center software and technology.
• Ability to analyze data and make informed decisions.

Responsibilities

• Supervise daily activities of customer service representatives.
• Schedule and manage shifts to ensure coverage.
• Provide training and coaching to staff.
• Monitor quality and adherence to policies.
• Prepare daily performance reports and analyze metrics.
• Handle escalated inquiries and coordinate resolutions.

Skills

Leadership

Customer service

Team management

Communication

Data analysis

Education

High School Diploma

Associate’s or Bachelor’s degree preferred

Tools

Call center software

CRM software

MS Office

Job description

Tetra Tech is seeking a Customer Service Supervisor to lead a team of customer service representatives and oversee daily operations. You will drive service quality, coach staff, and ensure escalation procedures are followed to resolve complex issues.

Ideal candidates will bring leadership, strong communication, and a focus on customer satisfaction. The role supports remote or office-based work and involves reporting on performance metrics and process improvements.