Lead Customer Service Representative

Job Title: Lead Customer Service Representative
Location: Pompano Beach, FL (Onsite)
Max Pay Rate: $30/hr
Job Type: Contract
Shift: Monday–Friday, 2:00 PM – 10:00 PM

Role Overview:
We are seeking an experienced Lead Customer Service Representative to oversee daily operations of a customer service team supporting online customers. In this role, you will lead, coach, and guide your team to deliver exceptional service, resolve escalated issues, and ensure performance goals are met.

What You’ll Do:

• Supervise and guide a team of customer service specialists in day-to-day operations.

• Support the development of a high-performing, customer-focused team culture.

• Track and maintain daily/weekly performance metrics for direct reports.

• Analyze operational performance and team results to drive improvements.

• Troubleshoot issues and provide solutions in a timely manner.

• Handle complex or escalated customer inquiries requiring advanced knowledge.

• Complete and submit required team and performance reports.

Required Qualifications:

• 4+ years of customer service experience handling complex transactions.

• 1+ year of experience in a team lead, supervisor, or lead customer support role.

• Proficiency with Microsoft Office (Word, Excel, Outlook).

Preferred:

• Experience working in a call center environment.

• Bilingual (English/Spanish) is a strong plus.

• Strong problem-solving and customer relationship management skills.

• Ability to multitask and effectively prioritize in a fast-paced environment.

• Ability to remain calm and professional under pressure.

If you're motivated to lead others, deliver meaningful customer support experiences, and grow your career — this is the role for you.