Customer Service Team Lead - Remote

Overview

The Customer Service Team Lead will guide and coach the frontline support team, oversee daily operations, ensure SLA compliance, and handle escalations for customer and provider issues.

In Short

• Lead and support a team of customer service agents across multiple channels.
• Monitor performance to ensure SLA adherence.
• Handle escalations and guide agents through complex cases.
• Provide regular coaching and training to team members.
• Partner with Workforce Management on scheduling and forecasting.
• Review QA feedback and help agents improve.
• Report team metrics and escalate issues to leadership.

Requirements

• 3+ years in customer service, with 1–2 years in a supervisory role.
• Experience in high-volume support environments.
• Strong leadership and coaching skills.
• Data-driven mindset with comfort in monitoring SLAs and KPIs.
• Excellent communication skills.
• Strong problem-solving ability.

Benefits

• Be part of a mission-driven platform solving logistics challenges.
• Lead a frontline team that is central to customer experience.
• Competitive compensation.
• Opportunities for growth into broader leadership roles.