Team Lead- Customer Services

EssilorLuxottica; Denver (CO); On-site; USD 33,000 - 49,000; Full time

Job summary

EssilorLuxottica is seeking a Customer Service Lead to empower frontline agents and own escalated issues, ensuring high-quality support for Luxottica WHNA customers. The role emphasizes coaching, real-time support, and cross-functional collaboration to drive continuous improvements in customer experience.

Responsibilities include managing high-touch accounts, updating knowledge bases, and guiding teams during launches. Strong communication, organizational, and leadership skills are essential.

Qualifications

• High School Diploma required.
• Experience coaching and delivering feedback in a supervisory setting.
• Experience owning and resolving escalated customer issues.
• Proficient with Outlook, Excel and PowerPoint; advanced productivity skills.

Responsibilities

• Own escalated customer contacts and lead resolution efforts.
• Assist frontline agents with guidance and updates to internal materials.
• Provide prompt, customer-oriented service to Luxottica WHNA customers.
• Manage high-touch accounts at leadership request."
• Collaborate with other teams to ensure consistent support quality.
• Drive process improvement projects in support operations.
• Advocate for customers and report improvement opportunities.
• Share customer insights with leadership and suggest solutions.
• Support CSA communications during launches and events.
• Develop deep knowledge of product lines and features."],
• CoT_job_summary_short
• COMPANY NAME: EssilorLuxotticaKEY POINTS: Coaching front-line teams, escalate resolution leadership, customer-focused guidance
• job_summary_short paragraph
• <p>EssilorLuxottica is seeking a Customer Service Lead to empower frontline agents and own escalated issues, ensuring high-quality support for Luxottica WHNA customers. The role emphasizes coaching, real-time support, and cross-functional collaboration to drive continuous improvements in customer experience.</p><p>Responsibilities include managing high-touch accounts, updating knowledge bases, and guiding teams during launches. Strong communication, organizational, and leadership skills are essential.</p>
• contract_type
• fulltime
• location_type
• on site
• remote_scope
• null
• perks
• []
• stated_min
• 23.95
• stated_max
• 35.70
• stated_absolute
• null
• salary_estimation_cot
• The Customer Service Lead in Denver with English fluency; hourly pay range 23.95–35.70; market-based compensation and potential bonuses.
• estimated_low
• 2395
• estimated_medium
• 302,?
• estimated_high
• 3570
• currency
• USD
• frequency
• hourly
• bonus
• null
• tax
• gross
• application_email
• null
• job_end_date
• null
• contact_person
• null
• hiring_department_name
• Ops - Customer Service Lead

Skills

Coaching experience

Escalation ownership

English fluency

Active listening

Time management

Multitasking

Weekend hours

Education

High School Diploma

Associate degree

Tools

Outlook

Excel

PowerPoint

Job description

Requisition I D:952247 Store #:E01118 Ops - Customer Svc - Admin Den Position:Full-Time Total Rewards:Benefits/Incentive Information

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.

Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

JOB DESCRIPTION

GENERAL FUNCTION

The Customer Service Lead plays a critical role in ensuring that frontline Customer Service Agents (CSAs) are set up for success. The Team Lead plays the part of subject matter expert that CSAs look to for advice and guidance on best practices in Customer Service. The Customer Service Lead provides the coaching and training needed to support CSA performance metric expectations. Also plays a part in solving customer concerns, providing real-time support to agents, handling customer e-mail and phone contacts and interfacing with cross-functional business groups to drive resolution on issues that cannot be solved by frontline agents. The Team Lead works closely with leadership staff to ensure continual improvement of the customer experience is achieved and identified gaps are addressed.

MAJOR DUTIES AND RESPONSIBILITIES

• Owns escalated customer contacts and leads the effort to satisfactorily resolve them.
• Answers frontline agent inquiries, points agents to internal reference materials for guidance and gathers information to update internal reference materials and processes.
• Provides prompt, efficient, detailed, customer-oriented service to Luxottica WHNA customers.
• Owns high-touch accounts at the request of Customer Service and Sales leadership.
• Works with other customer support teams to ensure a consistent and high-quality level of support.
• Drives projects to improve support-related processes.
• Acts as an advocate for the customer, reports and acts on observed areas for improvement
• Actively seeks solutions to customer needs, communicates trends to leadership, and suggests innovative solutions on behalf of the customer experience.
• Assists with CSA communication during launches and support events.
• Assumes responsibility for developing detailed knowledge about specific product lines and features.
• Makes sure internal knowledge reference pages are updated.

BASIC QUALIFICATIONS

• High School Diploma
• Experience coaching and using a consultative approach toward delivering feedback
• Experience taking ownership and driving resolution on escalated customer issues
• Intermediate to advanced business productivity software experience - emphasis in Outlook, Excel and PowerPoint
• Strong time management and re-prioritization skills
• Ability to multitask and perform in constantly changing environment
• Exceptional listening skills
• Ability to work weekends and/or evenings
• Experience in identifying and reporting quality gaps for a group of people to leadership
• Fluency in English - strong written and verbal communication skills

PREFERRED QUALIFICATIONS

• Associates degree
• 1+ year(s) experience in a call center environment
• Experience in leadership positions
• Experience in customer service supervision/management
• A drive to dig into the details of a system or process to solve customer problems
• Proven success in a fast paced support environment

Pay Range:23.95-35.70

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.