Tactical Customer Support Team Lead (Hybrid)

AmeriGas; King of Prussia (PA); Hybrid; USD 70,000 - 95,000; Full time

Job summary

AmeriGas Propane, Inc. in King of Prussia, PA is seeking a Customer Support Tactical Team Supervisor to lead a team of specialists, manage escalations, and align customer support with field operations to improve outcomes.

This role requires strategic leadership, coaching, and a data-driven approach, with strong communication across contact centers, delivery, service, and field teams to ensure high customer satisfaction and service levels.

Qualifications

• BS/BA in Business, Communication or related field.
• 5+ years' experience in contact center operations or customer service roles.
• Minimum of 2+ years in a supervisory or management role.

Responsibilities

• Lead, mentor, and develop a team of Customer Support Tactical Team Specialists.
• Provide coaching on complex case handling, escalation management, and customer communication.
• Manage team capacity planning, workload distribution, and resource allocation.
• Monitor KPIs and SLAs.
• Build and maintain strategic relationships with Contact Center, Delivery, Service, and Field Operations stakeholders.
• Analyze trends in escalated cases to identify opportunities for proactive improvements.
• Generate regular reports for senior leadership on team performance and customer health.
• Act as escalated point of contact for customer escalations from Field Operations and Sales.

Skills

Leadership

Communication

Coaching

Analytical thinking

Collaboration

Customer advocacy

Team management

Education

BS/BA in Business or related field

Tools

CRM

SAP

Microsoft Office

Job description

AmeriGas Propane, Inc. in King of Prussia, PA is seeking a Customer Support Tactical Team Supervisor to lead a team of specialists, manage escalations, and align customer support with field operations to improve outcomes.

This role requires strategic leadership, coaching, and a data-driven approach, with strong communication across contact centers, delivery, service, and field teams to ensure high customer satisfaction and service levels.