Customer Service Team Lead





Under the direction of the Customer Service Supervisor and Manager, the Customer Service Team Lead works hand-in-hand with leadership to ensure effective communication, case management, and consistent team support within the Customer Service Department. This role serves as a key resource for Customer Service Representatives, providing guidance on training, case processing, technical support, and customer follow-up.

 

The Customer Service Team Lead acts as a bridge between frontline representatives and leadership by supporting daily operations, clarifying communications, assisting with escalations, and helping maintain a high level of customer service consistency. While the primary focus is on team support and operational coordination, this role remains actively engaged in call and email traffic and assists customers directly as needed. 

The essential duties and responsibilities include, but are not limited to:

 

Team Support & Operational Coordination

  • Distribute workload and clarify internal communications for Customer Service Representatives.
  • Serve as the first point of contact for CSR questions related to product knowledge, troubleshooting, policies, procedures, and system usage.
  • Monitor ongoing cases to ensure follow-up timelines and service expectations are met.
  • Lead by example by proactively taking ownership of cases or customer situations to ensure resolution.

 

Training, Coaching & Documentation

  • Assist with training new Customer Service Representatives on systems, communication procedures, and case handling.
  • Maintain and update department reference materials, job aids, and process documentation.
  • Provide feedback and recommendations to the Supervisor and Manager regarding recurring issues, training gaps, or process improvements.

 

Customer Escalation & Case Management

  • Assist with handling escalated customer concerns as directed by leadership.
  • Serve as an escalation point for complex or unresolved customer situations, ensuring timely resolution and appropriate follow-up.
  • Communicate directly with customers via phone, email, or messaging platforms as needed.

 

Leadership Support & Collaboration

  • Support the Customer Service Supervisor and Manager with daily operational needs and project initiatives.
  • Communicate relevant team issues, trends, or concerns to leadership in a timely manner.
  • Participate in the required Friday afternoon rotation to support departmental coverage. 


Supervisory Responsibilities

This position does not directly supervise employees or administer disciplinary actions. The Customer Service Team Lead acts as a team resource and communicates necessary information, concerns, or recommendations to the Supervisor or Manager. 


Education and Experience

  • High school diploma or equivalent required.
  • A minimum of 2 years of experience within the Master Spas Customer Service team preferred but not required.
  • Prior experience in a customer service environment required.
  • Experience with Salesforce or other CRM platforms preferred.
  • Experience in a technical or troubleshooting environment a plus.
  • Previous leadership, mentorship, or team lead experience preferred.
  • Articulate in English; second language a plus.
  • Proficient in Microsoft Office, internet-based systems, and customer service software.
  • Experience with SAGE or accounting software a plus.
  • Strong written and verbal communication skills.

JOB TYPE:
Full Time

SCHEDULE:

Monday–Thursday, 7:00 a.m.–5:00 p.m. (with an hour unpaid lunch).; Friday 8am-12pm (with an afternoon rotation schedule)


COMPENSATION:


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