Customer Service Team Lead

Job Title: Customer Service Team LeadLocation: Richmond, VAJob Type: ContractMax Pay Rate: $21.25/hrShift: Thursday – Monday | 5:30 AM – 2:00 PM

Role Overview

We are seeking an experienced Customer Service Team Lead to oversee daily operations of a customer service team in a fast-paced environment. This role is responsible for supervising team activities, coaching representatives, handling escalations, and ensuring performance metrics are met.

This is a hands‑on leadership role requiring both customer service expertise and prior team lead experience.

Key Responsibilities

• Supervise daily operations of a customer service team
• Coach and develop representatives to meet quality and performance goals
• Track daily and weekly performance statistics
• Analyze team and department results
• Troubleshoot operational issues
• Serve as escalation point for complex customer concerns
• Complete team reporting and documentation
• Ensure timely resolution of customer transactions

Required Qualifications

• 4+ years of customer service experience handling complex transactions
• 1+ year of team lead or supervisory experience
• Experience managing escalations
• Microsoft Office proficiency (Excel, Word, Outlook)
• Strong organizational and problem‑solving skills

Preferred Qualifications

• Call center environment experience
• Bilingual (English/Spanish)
• Experience managing KPIs or performance metrics
• Ability to thrive in high‑pressure environments

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