Customer Service Team Lead

Job Title: Customer Service Team Lead
Location: Richmond, VA
Job Type: Contract
Max Pay Rate: $21.25/hr
Shift: Thursday – Monday | 5:30 AM – 2:00 PM

Role Overview

We are seeking an experiencedCustomer Service Team Lead to oversee daily operations of a customer service team in a fast-paced environment. This role is responsible for supervising team activities, coaching representatives, handling escalations, and ensuring performance metrics are met.

This is a hands-on leadership role requiring both customer service expertise and prior team lead experience.

Key Responsibilities

• Supervise daily operations of a customer service team

• Coach and develop representatives to meet quality and performance goals

• Track daily and weekly performance statistics

• Analyze team and department results

• Troubleshoot operational issues

• Serve as escalation point for complex customer concerns

• Complete team reporting and documentation

• Ensure timely resolution of customer transactions

Required Qualifications

• 4+ years of customer service experience handling complex transactions

• 1+ year of team lead or supervisory experience

• Experience managing escalations

• Microsoft Office proficiency (Excel, Word, Outlook)

• Strong organizational and problem-solving skills

Preferred Qualifications

• Call center environment experience

• Bilingual (English/Spanish)

• Experience managing KPIs or performance metrics

• Ability to thrive in high-pressure environments