Customer Service Team Lead
Core
Lead and support a Customer Service team to provide exceptional support across phone, email, messaging, chat, and review platforms, solving problems and guiding users and dealers through the car-buying journey.
Role type
Senior IC Customer Service Team Lead
Builds
Customer support operations and team performance
Domain
Automotive e-commerce and digital media
Deliverable
client delivery
Required skills
Team leadership, coaching, performance management, operational problem-solving, training development, workforce planning, data analysis, stakeholder collaboration
Preferred skills
Contact center experience, ability to step into agent role, initiative, natural communication
Technologies
Contact center systems, review platforms, messaging tools
Responsibilities
Lead and coach Customer Service Agents, analyze team performance data and report on KPIs, resolve escalated customer complaints, build and deliver training materials, manage workforce planning and rota, partner with other team leaders to align operations
Seniority
Senior, hands-on IC with people management