Customer Service Lead

Position Title: Customer Service Call Center Team Lead

Department: Customer Service

Location: Miami, FL - In-person / Hybrid 

Position Summary

The Customer Service Call Center Team Lead supports the daily operations of the Customer Service Department and ensures that representatives provide professional, accurate, and timely assistance. This role blends frontline expertise with strong leadership responsibilities, including coaching, performance development, quality monitoring, advanced problem resolution, and support for training initiatives. The Team Lead plays a critical role in strengthening service accuracy, enhancing the customer experience, and supporting operational efficiency.

 Key Responsibilities

Coaching, Training, and Development

• Deliver consistent coaching sessions focused on call handling, customer service standards, compliance, and service accuracy.
• Provide mentoring, feedback, and day‑to‑day guidance to support representative growth and performance improvement.
• Identify skill or performance gaps and develop individualized improvement plans.
• Support new hires, system training, and the transition from training to production.
• Create, refine, and reinforce self‑guided learning modules, reference materials, and job aids.

 Operational Support and Quality Assurance

• Monitor calls to ensure quality, accuracy, compliance, and alignment with department expectations.
• Review performance metrics including talk time, quality scores, repeat call indicators, and service levels.
• Ensure adherence to schedules, attendance requirements, and productivity standards.
• Observe call distribution and support workload management to maintain service level targets.
• Maintain mastery of all CSR responsibilities and provide floor support as needed.

 Customer Experience and Escalation Management

• Serve as a first‑level escalation point for complex, sensitive, or highly technical customer situations.
• Handle advanced customer concerns that require specialized knowledge, judgment, or authority.
• Model strong problem‑solving, communication, and service recovery skills.

 Cross‑Department Collaboration

• Work closely with Claims, Cancellations, Auditing, IT, Accounting, Sales, and other internal departments to resolve issues and improve service efficiency.
• Communicate trends, recurring customer concerns, or system‑related challenges that affect service quality.

 Required Skills and Qualifications

• High school diploma or equivalent; college coursework or degree preferred.
• Three or more years of customer service experience, including direct call handling.
• Leadership, coaching, mentoring, or team support experience in a customer service or call center environment.
• Strong verbal and written communication skills.
• Exceptional organizational abilities and attention to detail.
• Strong ability to manage multiple tasks in a fast‑paced environment.
• High proficiency with computer systems, CX-one or similar phone systems, and Microsoft Office Suite.
• Strong analytical and decision‑making abilities, with the ability to provide balanced and constructive feedback.