Team Lead, Customer Service

EssilorLuxottica; Orangeburg (NY); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Health care

Retirement savings

Paid time off

Employee discounts

Job summary

EssilorLuxottica is seeking a Team Lead for the Customer Service group to manage complex inquiries, guide escalations, and drive process improvements. You will partner with Sales, Operations, Logistics, and Technical Support to resolve issues and support business needs.

The role requires advanced product knowledge, leadership, and a commitment to delivering exceptional customer experiences, while mentoring agents and ensuring KPIs are met.

Qualifications

• High school diploma or equivalent.
• 5–7 years of customer service or client relations experience.
• ABO certification within first year of employment.
• Ability to handle escalated customer concerns with professionalism and efficiency.
• Proficiency in CRM platforms and Microsoft Office Suite.
• Strong verbal and written communication skills.

Responsibilities

• Respond promptly and professionally to customer inquiries across supported communication channels.
• Anticipate customer needs and provide effective solutions that support satisfaction, retention, and the overall customer experience.
• Provide day-to-day functional leadership and real-time guidance to Customer Service team on processes, systems, order handling, customer situations, and operational workflows.
• Serve as the first point of support for agent questions and customer escalations, helping remove barriers and determine appropriate next steps while escalating when necessary.
• Collaborate with Sales, Operations, Logistics, Technical Support, Labs, and other cross-functional partners to resolve customer issues and support business needs.
• Maintain accurate documentation of customer interactions, escalations, resolutions, and follow-up activities within the designated CRM/case management platform.
• Support team performance to achieve key performance indicators (KPIs), including productivity, quality, and customer experience standards.
• Maintain strong knowledge of products, services, lab flow, systems, policies, and Standard Operating Procedures (SOPs) to support customers and agents effectively.

Skills

Customer service leadership

CRM platforms

Microsoft Office Suite

Verbal and written communication

Team collaboration

Education

High school diploma or equivalent

Associate’s degree in business administration or related field

Tools

CRM platforms

Microsoft Office Suite

Job description

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If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.

With a unique global network of commercial subsidiaries and independent distributors across major markets, our customers are offered a strong portfolio of the most popular lens, frames, instruments and equipment brands that can serve every sector of the market. The Professional Solutions team works with our customers one-on-one, developing professional relationships based on trust and care.

The Team Lead is responsible for managing the complex customer service issues, supporting escalations and contributing to process improvements. This position requires advanced product knowledge, leadership capabilities and a strong commitment to delivering exceptional customer experiences.

MAJOR DUTIES AND RESPONSIBILITIES

• Respond promptly and professionally to customer inquiries across supported communication channels, maintaining a high standard of service.
• Anticipate customer needs and provide effective solutions that support satisfaction, retention, and the overall customer experience.
• Provide day-to-day functional leadership and real-time guidance to Customer Service team on processes, systems, order handling, customer situations, and operational workflows.
• Serve as the first point of support for agent questions and customer escalations, helping remove barriers and determine appropriate next steps while escalating when necessary.
• Collaborate with Sales, Operations, Logistics, Technical Support, Labs, and other cross-functional partners to resolve customer issues and support business needs.
• Maintain accurate documentation of customer interactions, escalations, resolutions, and follow-up activities within the designated CRM/case management platform.
• Support team performance to achieve key performance indicators (KPIs), including productivity, quality, and customer experience standards.
• Maintain strong knowledge of products, services, lab flow, systems, policies, and Standard Operating Procedures (SOPs) to support customers and agents effectively.
• Identify recurring customer, system, product, and process issues and elevate trends and opportunities for continuous improvement.
• Support onboarding and ongoing development by reinforcing procedures, sharing best practices, answering questions, and communicating process or operational updates.
• Lead by example by demonstrating accountability, collaboration, professionalism, customer focus, and a solution-oriented approach.

BASIC QUALIFICATIONS

• High school diploma or equivalent.
• 5-7 years of customer service or client relations experience.
• Optical industry experience preferred, but not required
• ABO certification required within first year of employment.
• Ability to handle escalated customer concerns with professionalism and efficiency.
• Proficiency in CRM platforms and Microsoft Office Suite.
• Strong verbal and written communication skills.
• Ability to be proactive, problem solve and apply critical thinking skills.
• Ability to multi‑task and manage time effectively.
• Team player with a customer‑centric mindset.

PREFERRED QUALIFICATIONS

• Associate’s degree in business administration or other related fields.
• Bilingual capabilities (Spanish or French preferred).
• Familiarity with managed care.
• Familiarity with customer satisfaction metrics and reporting.

Pay Range:26.13 -38.94

This posting is for an existing vacancy within our business.Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email [e-mail]

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.