Customer Service- Team Leader

Customer Service Team Lead

We are a small shop that happens to serve neighbors all over the country. Customer Service is the front counter. When we do this well, a neighbor feels remembered, understood, and confident. When we do it poorly, it feels like a ticket queue.

This role is for a leader who wants both
You love helping teammates grow.
You love helping neighbors get on their journey.

What you will do
• Lead with hospitality. Fast connection, real listening, calm confidence. A neighbor should feel like they reached a person, not a process.
• Coach weekly. Not performative. Real reps. Clear expectations. Specific feedback. Clear is kind. Help people get better next week.
• Handle the hard calls. De-escalate upset neighbors, own the problem, and drive it to resolution. No hiding behind policy.
• Run the floor. Stay ahead of volume across calls, emails, chats, auths, and support work. Make smart tradeoffs so the team wins together.
• Build one small shop behavior. Partner with other teams when the neighbor experience crosses boundaries. No they. Only we.
• Teach the why. Connect daily work to the neighbor’s journey so this job does not become task-land.
• Model urgency and follow-through. If we say we are calling back within an hour, we do it. Period.

What good looks like here
• A teammate leaves your coaching session clearer, more confident, and with a specific next move.
• An upset neighbor feels heard, then sees action, then trusts us again.
• The team gets faster without getting colder.
• People bring you problems and also bring ideas.

Who this is for
• You like a fast pace, but you do not get sloppy.
• You can challenge directly while caring personally.
• You have a bias for action. You do not wait for permission to be useful.
• You care about craft. You want to get better and you want your team to get better.
• You actually like people. Teammates and neighbors can feel it.

Qualifications
• 2+ years of relevant experience leading, coaching, or owning outcomes in a customer-facing environment
• Strong emotional skill: de-escalation, empathic listening, and calm under pressure
• Clear communication: you can set expectations without rambling or hedging
• Reliable attendance and consistency (trust starts here)
• High School Diploma or GED required. Associate degree preferred.
• Flexible schedule availability (Team Leads balance coverage to match neighbor needs)

A note on culture
We are not looking for a nice supervisor who avoids hard conversations.
We are looking for a coach who helps people grow, holds the line on standards, and keeps the work human.

Apply
If you read this and thought, “Yep. That’s me. I want to build a better version of the small shop,” apply now