Remote Customer Service Team Lead - Coach & Elevate

Compass Experience Labs LLC; Northern (KY); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Fully Remote

Benefits package

PTO

Job summary

Compass Experience Labs LLC is seeking a Customer Service Team Leader for a US-based remote role (Mon-Fri, 8:00 AM–5:00 PM PST). You will lead a growing customer service team for a specialty coffee & beverage retail brand, coaching, supporting performance, and ensuring high-quality customer interactions.

You will drive KPIs, mentor team members, and collaborate with operations to turn feedback into meaningful improvements, while maintaining a positive, customer-first culture.

Qualifications

• Call center / contact center experience required.
• Team Lead, Supervisor, or equivalent leadership role required.
• Strong customer service operations experience.
• Excellent verbal and written English communication.
• Coaching, mentoring and people-management skills.
• Ability to manage performance and provide constructive feedback.
• Familiar with performance metrics and KPIs.
• Experience handling escalations professionally.
• Comfortable working in a remote environment.
• Willingness to work 8:00 AM–5:00 PM PST, Monday–Friday.

Responsibilities

• Lead, coach, and motivate a team of Customer Service Associates.
• Monitor performance against customer service, productivity, quality, and goals.
• Provide regular coaching, feedback, and performance support.
• Conduct team huddles, one-on-ones, and performance discussions.
• Monitor customer interactions for quality and adherence to standards.
• Assist agents with escalated or complex customer concerns.
• Identify trends and recommend solutions.
• Collaborate with Operations and stakeholders to address opportunities.
• Ensure adherence to processes, policies, and procedures.
• Track attendance, productivity, quality, and other KPIs.
• Recognize top performers and foster a positive team culture.
• Support training, onboarding, and development of team members.

Job description

Compass Experience Labs LLC is seeking a Customer Service Team Leader for a US-based remote role (Mon-Fri, 8:00 AM–5:00 PM PST). You will lead a growing customer service team for a specialty coffee & beverage retail brand, coaching, supporting performance, and ensuring high-quality customer interactions.

You will drive KPIs, mentor team members, and collaborate with operations to turn feedback into meaningful improvements, while maintaining a positive, customer-first culture.