Customer Service Lead We are seeking a Customer Service Lead to support and guide our Customer Service team in delivering an exceptional customer experience. This role will serve as a key point of contact between customer service representatives, leadership, and cross-functional teams to ensure daily operations run efficiently and customer concerns are resolved quickly and effectively. Responsibilities • Provide daily guidance, coaching, and support to Customer Service Representatives to ensure productivity, quality, and customer satisfaction goals are met. • Monitor team performance, identify opportunities for improvement, and provide constructive feedback and coaching. • Assist with onboarding and training new team members on customer service procedures, systems, and company policies. • Serve as a resource for escalated customer concerns and assist team members with complex cases. • Promote a positive, collaborative, and customer-focused team environment. • Handle escalated customer inquiries and complaints with professionalism, empathy, and effective problem-solving. • Ensure customers receive timely, accurate, and consistent support across all communication channels (phone, email, chat, and other platforms). • Identify recurring customer issues and collaborate with internal teams to improve customer satisfaction. • Monitor customer feedback and recommend solutions to improve the overall customer experience. • Assist with maintaining and improving customer service workflows, SOPs, and knowledge resources. • Review customer service metrics, including response times, resolution rates, customer satisfaction scores, and ticket volume trends. • Partner with Customer Service leadership to implement process improvements and improve team efficiency. • Support Zendesk/help center updates, including macros, templates, and customer-facing resources. • Identify opportunities to improve automation, documentation, and customer support tools. • Work closely with Operations, Product, E-Commerce, and other departments to resolve customer issues and improve processes. • Communicate customer insights and trends to relevant teams to support product and service improvements. • Assist with special projects related to customer experience initiatives. Qualifications • 3+ years of customer service experience, with experience in a lead, senior representative, or supervisory capacity preferred. • Strong understanding of customer service operations, ticket management systems, and support workflows. • Experience with Zendesk or similar customer support platforms preferred. • Excellent communication, leadership, and interpersonal skills. • Strong problem-solving skills with the ability to handle difficult customer situations professionally. • Ability to analyze customer service data and identify trends or improvement opportunities. • Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. • Experience training, coaching, or mentoring team members preferred. • Proficiency with Microsoft Office Suite and customer service tools.