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Customer Service Team Leader
Compass Experience Labs. Lead, coach, and motivate a team of Customer Service Associates .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing customer service teams, focusing on performance metrics, coaching, and fostering a positive team culture. Proficient in problem-solving and decision-making to enhance service operations and address customer concerns effectively.
Highest-signal resume keywords
Team LeadershipCustomer Service OperationsCoaching and MentoringPerformance ManagementProblem-Solving
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Call Center ExperiencePerformance MetricsKPI ManagementEscalation HandlingQuality Monitoring
Soft Skills
Verbal CommunicationWritten CommunicationOrganizational SkillsMultitaskingTeam Motivation
Tools & Technologies
Customer Service SoftwarePerformance Tracking Systems
Industry Keywords
Customer ServiceContact CenterOperational GoalsService StandardsTeam Development
About the role
Key responsibilities & impact- Lead, coach, and motivate a team of Customer Service Associates
- Monitor team performance against customer service, productivity, quality, and operational goals
- Provide regular coaching, feedback, and performance support
- Conduct team huddles, one-on-ones, and performance discussions
- Monitor customer interactions for quality and adherence to service standards
- Assist agents with escalated or complex customer concerns
- Identify recurring customer issues and recommend solutions
- Work with Operations and other stakeholders to address service opportunities
- Ensure team members follow established processes, policies, and procedures
- Track attendance, productivity, quality, and other key performance indicators
- Recognize strong performance and create a positive team environment
- Support training, onboarding, and continuous development
- Model exceptional customer service and positive team culture
Requirements
What you’ll need- Previous call center / contact center experience
- Previous experience as a Team Lead, Supervisor, or equivalent people-leadership role
- Strong experience in customer service operations
- Excellent verbal and written English communication skills
- Strong coaching, mentoring, and people-management skills
- Ability to manage performance and provide constructive feedback
- Strong problem-solving and decision-making skills
- Comfortable working with performance metrics and KPIs
- Ability to handle escalations professionally and effectively
- Strong organizational and multitasking skills
- Comfortable working with multiple systems and applications
- Ability to work independently in a remote environment
- Must be located in Ohio, Florida, Georgia, Texas, North Carolina, Wisconsin, or Michigan
- Willingness to work 8:00 AM–5:00 PM PST, Monday–Friday
Benefits
Comp & perks- Fully Remote Work Setup — Work from the comfort of your home
- Comprehensive Benefits — Medical, dental, vision, and ancillary benefits effective the first of the month after 60 days
- Paid Time Off (PTO)
- 401(k) Retirement Plan — Eligible after 6 months of employment
- Fixed Weekends Off
- Career Growth & Development
- Customer-focused team environment
- No commute and no office