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.