Call Center Customer Service Lead
Skills
E-CommerceCoachingCross-Team CollaborationCustomer SatisfactionKey Performance IndicatorsMicrosoft OfficeOrder Processing
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Associate degree or some college coursework completed
- 4+ years of call center or customer service experience
- 1+ years of lead or management experience
- Experience with Zendesk e-commerce and fulfilment software
- Strong understanding of company policies processes and service standards
- Proficiency in Microsoft Office Word and Excel and Zendesk
- Strong communication leadership and interpersonal skills
- Ability to multitask in a fast-paced environment
- Strong problem-solving and critical thinking skills
- Ability to manage escalations and difficult customer interactions
- Data literacy for interpreting KPIs and identifying trends
- Strong organizational and documentation skills
- Coaching and team development abilities
- Customer-first mindset with ability to balance policy and empathy
- Ownership mindset accountability and adaptability
Nice to have
- Spanish speaking
Day to day
- Lead daily customer service operations across tickets chat and phone to deliver fast accurate support
- Resolve escalated and high-priority customer issues with professionalism empathy and sound judgment
- Coach support representatives monitor quality metrics and help improve processes knowledge resources and team performance