About this position
Description:
We’re looking for a motivated and people-focused Customer Success Team Lead to oversee daily customer support operations and lead a team of service representatives. This role balances hands-on customer support with coaching, performance management, and process improvement to ensure an excellent customer experience and foster lasting relationships with our customers.
Requirements:
Key Responsibilities
- Lead, coach, and support a team of customer service representatives
- Monitor daily workflows, queues, and service levels to ensure SLAs are met
- Handle escalated customer issues and ensure timely, effective resolution
- Provide regular feedback, performance reviews, and coaching to team members
- Assist with onboarding and training of new hires
- Track and report on key performance metrics
- Identify trends in customer feedback and recommend process improvements
- Collaborate with cross-functional teams (Lab Operations, Sales, Finance etc.) to resolve recurring issues
- Maintain up-to-date knowledge of products, services, and policies
Required Qualifications
- 2+ years of experience in customer service, including leadership or supervisory experience
- Strong communication and interpersonal skills
- Proven ability to motivate and develop team members
- Excellent problem-solving and conflict-resolution skills
- Experience working with CRM or customer support tools
- Ability to manage multiple priorities in a fast-paced environment
Preferred Qualifications
- Experience in a call center or high-volume support environment
- Familiarity with customer service metrics and reporting
- Experience leading remote or hybrid teams
- Bachelor’s degree or equivalent experience
What Success Looks Like
- High team engagement and low turnover
- Consistently strong customer satisfaction scores
- Efficient handling of escalations and complex cases
- Continuous improvement in team performance and processes