Customer Service Team Leader

🔥 13 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Compass Experience Labs

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🍽️ Food & Beverage

📦 Logistics

Consulting • Food & Beverage • Logistics

Compass Experience Labs is a company specializing in enhancing customer experiences through tailored solutions that drive customer loyalty and business growth. They integrate seamlessly with existing business systems to optimize customer interactions, offering 24/7 customer support, loyalty optimization, and systems optimization. Compass also provides recruitment optimization services through their end-to-end Recruitment Process Outsourcing (RPO) solutions. The company is committed to helping businesses achieve sustainable growth by improving customer satisfaction rates and conversion rates. They work across various industries, including subscription box services, apparel, and food & beverage, to deliver customized customer care strategies.

📋 Description

• Lead, coach, and motivate a team of Customer Service Associates. • Monitor team performance against customer service, productivity, quality, and operational goals. • Provide regular coaching, feedback, and performance support. • Conduct team huddles, one-on-ones, and performance discussions. • Monitor customer interactions for quality and adherence to service standards. • Assist agents with escalated or complex customer concerns. • Identify trends and recurring customer issues and recommend solutions. • Collaborate with Operations and other stakeholders to address service opportunities. • Ensure team members follow established processes, policies, and procedures. • Track attendance, productivity, quality, and other key performance indicators. • Recognize strong performance and create a positive team environment. • Support training, onboarding, and continuous team-member development. • Model exceptional customer service and positive team culture.

🎯 Requirements

• Previous call center / contact center experience. • Previous experience as a Team Lead, Supervisor, or equivalent people-leadership role. • Strong experience in customer service operations. • Excellent verbal and written English communication skills. • Strong coaching, mentoring, and people-management skills. • Ability to manage performance and provide constructive feedback. • Strong problem-solving and decision-making skills. • Comfortable working with performance metrics and KPIs. • Ability to handle escalations professionally and effectively. • Strong organizational and multitasking skills. • Comfortable working with multiple systems and applications. • Ability to work independently in a remote environment. • Willingness to work 8:00 AM–5:00 PM PST, Monday–Friday.

🏖️ Benefits

• Fully Remote Work Setup — Work from the comfort of your home. • Medical, dental, vision, and ancillary benefits effective the first of the month after 60 days. • Paid Time Off (PTO). • 401(k) Retirement Plan, eligible after 6 months of employment. • Fixed weekends off. • Career Growth & Development. • Opportunity to support a growing U.S. specialty coffee and beverage retail business. • Customer-focused team environment.