Michaels Expert Maker

Irving-Irving Corporate Office-3939 West John Carpenter Freeway, US💼 Full-time🗓 2026-09-25 → 2026-09-30

Core

Lead a small team of customer service agents to resolve complex customer problems, manage call center queues, and drive continuous improvement in service levels.

Role type

Senior IC customer service team lead

Builds

Customer resolution outcomes and operational efficiency for retail stores

Domain

Retail customer support

Deliverable

client delivery

Required skills

Team leadership, conflict de-escalation, policy interpretation, queue management, performance reporting, on-the-job coaching, process improvement

Preferred skills

Call center management experience, bilingual French or Spanish

Technologies

Microsoft Office (Outlook, Excel, Word, PowerPoint), Windows

Responsibilities

Lead and coach a small team of agents on daily operations and complex issue resolution; manage call center queue assignments and SLA compliance; act as a third escalation point for major customer issues; partner with store/district managers to resolve outstanding customer concerns; provide training and policy guidance to field teams; generate performance reports and recommend operational improvements.

Seniority

Senior, hands-on IC with supervisory experience

Sourced via workday · Listed on CareerPlan, which tracks 860,000+ jobs from 20+ sources.

About Michaels

Michaels offers a range of benefits to support team members and their families. Depending on position and eligibility, team members may have access to a 401(k) with employer match, an Employee Assistance Program, medical, dental, and vision coverage, telemedicine services, flexible spending accounts, commuter benefits, tuition assistance, adoption assistance, and various voluntary insurance options. All team members enjoy everyday perks such as employee discounts and access to partner discount programs. For a summary of benefits, visit the Michaels Benefits at a Glance page. For additional inf