Customer Service Lead

Position Overview

We are seeking an experienced Customer Support Lead to oversee daily customer service operations, manage escalations, and serve as the primary liaison between U.S. leadership and an offshore support team of 3 representatives. This role is highly hands-on in leadership but not a high-volume call-taking position.

The ideal candidate brings strong call center experience, customer de-escalation skills, and familiarity with AI-integrated systems and Microsoft Dynamics 365 (or comparable ERP/CRM platforms).

Key Responsibilities

• Serve as the primary point of contact between U.S. leadership and offshore support representatives

• Monitor call dashboards to ensure calls are answered timely and service levels are maintained

• Assign and delegate cases appropriately within the team

• Handle escalated customer calls and resolve complex service issues

• Coach and guide offshore team members to improve performance and communication

• Conduct regular team check-ins and meetings via Microsoft Teams

• Ensure accurate case documentation and follow-through

• Support AI-integrated customer service workflows and system enhancements

• Step in to support call volume only when short staffed

Call & Customer Environment

• Approximately 30 inbound calls per day (10–15 minutes per call)

• 95% consumer calls / 5% business customers

• Major retail partners include big-box and online retailers

• Calls may come in simultaneously and require prioritization

• Focus on first-call resolution whenever possible

Qualifications

• 5+ years of progressive customer service experience

• Strong background in call center operations and escalation management

• Experience de-escalating difficult customer situations

• Experience supervising or mentoring customer service teams

• Familiarity with Microsoft Dynamics 365 (preferred) or comparable ERP/CRM systems

• Experience working with offshore or cross-cultural teams preferred

• Strong decision-making skills and ability to manage multiple priorities

• High attention to detail and strong organizational skills

Preferred Experience

• Experience with AI-integrated customer service platforms

• Experience monitoring service dashboards and performance metrics

• Experience in retail, consumer products, or distribution environments