Team Lead, Customer Support

Engineered Corrosion Solutions, LLC; Maryland Heights (MO); On-site; USD 59,000 - 72,000; Full time

Job summary

Engineered Corrosion Solutions, LLC is seeking a Team Lead, Customer Support for our on-site operations in St. Louis, MO. You will lead the support team, manage orders (including international), and ensure outstanding customer service through multi-channel interactions.

The role requires 3+ years in customer service, 1+ year in team leadership, and strong troubleshooting using technical drawings. Proficiency in Salesforce and MS Office is expected.

Qualifications

• High school diploma or equivalent.
• Minimum of three years of customer service experience.
• At least one year of customer service team leadership experience, coaching, mentoring and developing customer-focused team members.
• Knowledge of A/C and D/C electrical systems.
• Ability to comprehend and troubleshoot using mechanical drawings, wiring schematics and technical documentation.
• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• Proactive, problem-solving mindset and strong decision-making skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Outlook and Microsoft Word.
• Experience working with reports, dashboards, and customer data systems.
• Experience with Salesforce CRM is preferred.

Responsibilities

• Lead and support the Customer Support team to ensure a high level of service and responsiveness.
• Monitor team performance and identify opportunities to improve processes and service levels.
• Process customer orders from quote through completion, including international orders.
• Respond to customer requests through phone, email, chat, and virtual meetings.
• Serve as a primary point of contact for customer inquiries and escalations.
• Support troubleshooting, root cause analysis, and customer issue resolution.
• Partner with Sales, Engineering, Production, and Field Service teams to address customer needs and resolve issues.
• Maintain accurate customer records and case information within Salesforce.
• Ensure adequate coverage for customer support functions and provide backup support when needed.
• Help train and onboard new team members.
• Contribute to continuous improvement initiatives that enhance the customer experience.
• Participates in on-call rotation every 4-6 weeks.

Skills

Customer service experience

Customer service leadership

Electrical systems knowledge

Reading mechanical drawings/wiring

Communication skills

Organization & time management

Problem solving/decisiveness

Multitasking in fast-paced env

MS Outlook & Word

Reports/Dashboards/Customer data

Education

High school diploma or equivalent

Tools

Salesforce CRM

RingCentral

Job description

Team Lead, Customer SupportLocation: St. Louis, MoJob Type: Full-time, on-siteCompensation: $31.25 per hour ($65,000 annualized) plus 10% annual incentive opportunity. Actual starting pay will be based on experience, skills, and overall qualifications.About ECSWe’re in the risk management business. With our help, our clients keep their fire sprinkler systems safe. Whether it’s a risk to lives, structures, properties, or everyday business, we guide clients to the best answer for their safety. Corrosion is our enemy and safety is our goal.To accomplish that goal, we’ve come to understand why and how corrosion happens. There’s no one-size-fits-all solution because a truly cost-effective combination of devices, systems, and management approaches depends on your individual needs. And we never stop finding new and better ways to serve those needs.About the RoleThe Team Lead, Customer Support is responsible for delivering an outstanding customer experience while leading the day-to-day activities of the Customer Support team. This role serves as a working leader who balances customer-facing responsibilities with coaching, coordination, and process improvement efforts.The ideal candidate is highly organized, customer focused, and skilled at building strong relationships across departments. This position works closely with Sales, Engineering, Production, and Field Service teams to resolve customer issues, improve service delivery, and support company growth.What You'll DoLead and support the Customer Support team to ensure a high level of service and responsiveness. Monitor team performance and identify opportunities to improve processes and service levels.Process customer orders from quote through completion, including international orders. Respond to customer requests through phone, email, chat, and virtual meetings.Serve as a primary point of contact for customer inquiries and escalations. Support troubleshooting, root cause analysis, and customer issue resolution.Partner with Sales, Engineering, Production, and Field Service teams to address customer needs and resolve issues.Maintain accurate customer records and case information within Salesforce.Ensure adequate coverage for customer support functions and provide backup support when needed.Help train and onboard new team members.Contribute to continuous improvement initiatives that enhance the customer experience.Participates in on-call rotation every 4-6 weeksWhat We're Looking ForRequired QualificationsHigh school diploma or equivalentMinimum of three years of customer service experienceAt least one year of customer service team leadership experience, coaching, mentoring and developing customer-focused team membersKnowledge of A/C and D/C electrical systemsAbility to comprehend and troubleshoot using mechanical drawings, wiring schematics and technical documentationExcellent verbal and written communication skillsStrong organizational and time management abilitiesProactive, problem-solving mindset and strong decision-making skillsAbility to manage multiple priorities in a fast-paced environmentProficiency with Microsoft Outlook and Microsoft WordExperience working with reports, dashboards, and customer data systemsAbility to lift up to 50 poundsPreferred QualificationsCompletion of a technical program or commensurate military serviceExperience using Salesforce CRMExperience with RingCentral or similar communication platformsEqual Opportunity EmployerEngineered Corrosion Solutions is an equal opportunity employer. We are committed to creating an inclusive workplace and provide accommodations throughout the hiring process. If you require assistance or an accommodation due to a disability, please contact our Human Resources team to discuss your needs.