Team Lead-Customer Service
Job Title: Lead - Customer Service
As a Lead Specialist Credit Customer Service or Lead Customer care specialist, you will manage complex customer inquiries and credit-related issues through phone, chat, email, and case management systems. You will serve as a subject matter expert, support escalations, drive process improvements, and collaborate with internal stakeholders to deliver exceptional customer experiences while ensuring compliance with company policies and procedures.
Requirements
Minimum 8+ years of experience in Customer Service, Contact Center Operations, Credit Operations, Accounts Receivable, Collections, Billing Support, or related functions.
Proven experience leading teams in a high-volume, customer-facing environment.
Strong understanding of contact center metrics, including Service Levels, Quality, Productivity, CSAT, NPS, AHT, FRT, and Schedule Adherence.
Excellent analytical, problem-solving, and decision-making skills with the ability to perform root cause analysis.
Strong verbal and written communication skills and the ability to present business updates to leadership and stakeholders.
Experience managing customer escalations and driving issue resolution.
Demonstrated ability to coach, mentor, and develop team members.
Strong stakeholder management and cross-functional collaboration skills.
Experience using CRM, case management, workforce management, and reporting tools.
Advanced proficiency in Microsoft Excel, Outlook, Word, PowerPoint, and Teams.
Ability to manage multiple priorities and perform effectively in a fast-paced environment.
Strong understanding of operational controls, quality standards, compliance requirements, and customer experience best practices.
Experience driving process improvement and operational excellence initiatives.
Ability to identify risks, remove barriers, and drive accountability across teams.
Willingness to work from the office 5 days a week and support US business hours 24/7.
Key Responsibilities
Lead and manage the process as indivisible contributor role for Customer Service Representatives to achieve operational, quality, and customer experience objectives.
Drive team performance to consistently meet or exceed KPIs, including Service Levels, Quality, Productivity, CSAT, and Schedule Adherence.
Support onboarding, training, and continuous development of new and existing associates only with the process.
Maintain floor presence during shifts to provide operational guidance and support.
Oversee daily operations, queue management, workload distribution, and service delivery.
Monitor real-time operational metrics and take proactive actions to address service-level risks.
Handle complex customer escalations and ensure timely and effective resolution.
Ensure accurate documentation of customer interactions, audits, escalations, and case records.
Conduct deep-dive analysis and root cause investigations to identify trends and improvement opportunities.
Lead process improvement initiatives to enhance operational efficiency, quality, and customer satisfaction.