Customer Service Team Lead

Job Title: Customer Service Team Lead
Location: Richmond, VA (Onsite)
Max Pay Rate: $20/hr
Contract Role
Shifts:

• Sunday–Thursday: 5:30 AM–2:00 PM

• Tuesday–Saturday: 5:30 AM–2:00 PM

• Sunday–Thursday: 12:00 PM–8:30 PM

• Tuesday–Saturday: 12:00 PM–8:30 PM

About the Role
As a Customer Service Team Lead, you’ll oversee a team of customer service representatives to ensure consistent, high-quality support to online customers. You’ll coach your team to handle escalated issues efficiently, maintain performance metrics, and foster a customer-first culture.

Key Responsibilities

• Supervise and support day-to-day operations of a customer service team

• Lead, coach, and develop team members to achieve service excellence

• Analyze performance data and prepare reports to drive improvement

• Handle escalated customer concerns and resolve complex issues promptly

• Collaborate with management to identify and implement process improvements

• Ensure adherence to company policies and service standards

Required Qualifications

• 4+ years of customer service experience handling complex transactions

• 1+ year of experience leading or supervising a customer service team

• Proficient in Microsoft Office Suite (Word, Excel, Outlook)

Preferred Qualifications

• Call center or high-volume customer support experience

• Bilingual (English/Spanish)

• Strong communication, multitasking, and organizational skills

• Ability to remain calm under pressure and deliver solutions efficiently