Description
Overview:
The Customer Service Team Lead will oversee a team of Customer Service Representatives supporting post-sales operations across invoicing, billing inquiries, contract management, and account maintenance. This role provides day-to-day leadership, coaching, and operational guidance to ensure an excellent customer experience, adherence to company policies, and achievement of team performance targets. The ideal candidate is customer-obsessed, detail-oriented, and capable of balancing service quality with operational efficiency in a fast-paced, high-volume environment.
Key Responsibilities
- Lead and support a team of Customer Service Representatives handling customer inquiries related to billing, contracts, license provisioning, and account updates.
- Monitor daily case queues and ensure timely response and resolution aligned with service level expectations.
- Act as a point of escalation for complex or sensitive customer cases, ensuring resolution with professionalism and customer empathy.
- Provide on-the-job training, guidance, and regular feedback to enhance team capability and performance.
- Review quality of customer interactions and implement initiatives to improve accuracy, tone, and customer satisfaction.
- Collaborate closely with cross-functional teams such as Billing, Sales Operations, Credit & Collections, and Legal to ensure smooth resolution of customer requests.
- Track and analyze team metrics, identify process gaps, and recommend improvements to increase efficiency and customer satisfaction.
- Ensure compliance with internal controls, company policies, and data privacy regulations.
- Support the Senior Supervisor in operational planning, reporting, and performance reviews.
- Drive a positive, collaborative, and high-performance culture within the team.
Qualifications
- At least 5 years of experience in Customer Service for Finance or Operations, preferably within a global or technology company
- At least 2 year of experience leading or mentoring a team.
- Strong communication, interpersonal, and problem-solving skills.
- Proven ability to manage multiple priorities and adapt to change in a fast-paced environment.
- Proficient in Microsoft Office; experience with Salesforce.com or similar CRM tools is a plus.
- Customer-first mindset with a passion for continuous improvement and team development.
