Customer Service Team Lead

About the role

We are seeking a proactive Customer Service Team Lead to oversee daily interactions with our customers across phone, email, and chat channels. In this role you will ensure high‑quality support, mentor junior representatives, and collaborate with other departments to deliver a seamless experience.

Key responsibilities

• Address and resolve customer inquiries via phone, email, and chat.
• Manage escalated issues with professionalism and efficiency.
• Mentor and support junior customer service representatives.
• Accurately document all interactions in the company’s CRM system.
• Collaborate with cross‑functional teams to ensure consistent customer experience.
• Analyze feedback, identify trends, and recommend service improvements.
• Maintain up‑to‑date product knowledge, company policies, and industry best practices.
• Perform additional responsibilities as assigned.

Required profile

• Bachelor’s degree preferred but not mandatory.
• 3‑5 years of experience in customer service, including 1‑2 years in a supervisory or senior role.
• Excellent verbal and written communication skills.
• Strong analytical and problem‑solving abilities.
• Demonstrated commitment to delivering outstanding customer service.
• Ability to work effectively in a team and adapt to changing priorities.

Required skills

• Proficiency with CRM software and related customer service tools.