Team Lead, Customer Support — On-Site & Cross-Functional

ENGINEERED CORROSION SOLUTIONS LLC; St. Louis (MO); On-site; USD 36,000 - 51,000; Full time

Job summary

Engineered Corrosion Solutions LLC is seeking a Team Lead, Customer Support to manage the day-to-day operations of the on-site Customer Support team in St. Louis. You will balance leadership duties with hands-on customer engagement, ensuring responsive service and issue resolution.

The ideal candidate brings 3+ years in customer service, 1+ year in team leadership, and comfort with electrical system concepts. Collaboration across Sales, Engineering, Production, and Field Service is key.

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 AC and DC 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
• Experience with reports, dashboards, and customer data systems
• Proficiency with Microsoft Outlook and Microsoft Word

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 leadership

Communication

Organizational skills

Problem-solving

Time management

Team coaching

Education

High school diploma or equivalent

Tools

Salesforce

RingCentral

Microsoft Outlook

Microsoft Word

Job description

Engineered Corrosion Solutions LLC is seeking a Team Lead, Customer Support to manage the day-to-day operations of the on-site Customer Support team in St. Louis. You will balance leadership duties with hands-on customer engagement, ensuring responsive service and issue resolution.

The ideal candidate brings 3+ years in customer service, 1+ year in team leadership, and comfort with electrical system concepts. Collaboration across Sales, Engineering, Production, and Field Service is key.