Customer Service Team Leader

About the role

We are looking for a Customer Service Team Leader to oversee our Tri‑State customer service operations. The role is permanent, full‑time and will involve close collaboration with colleagues in the New York region to ensure a seamless, high‑quality experience for our customers across phone, email and live chat.

Key responsibilities

• Manage day‑to‑day activities of the customer service team, ensuring timely responses across all channels.
• Monitor and improve grade‑of‑service metrics using internal systems.
• Review performance against KPIs, set objectives and drive behaviours aligned with business goals.
• Coordinate multi‑skilling to reduce reliance on single individuals and maintain service consistency.
• Conduct monthly one‑to‑one meetings, coaching and mentoring to support personal development and performance‑related pay.
• Act as point of contact for customer escalations and represent customer service in cross‑functional projects.
• Lead recruitment, onboarding and retention initiatives that reflect brand values.
• Collaborate with peers to ensure adequate coverage during absences without compromising service levels.

Required profile

• Proven experience managing and motivating a cross‑functional customer service team.
• Strong ability to analyse performance data and implement improvement plans.
• Excellent communication skills and a customer‑focused mindset.
• Demonstrated capability to handle escalations and drive strategic initiatives.
• Commitment to fostering a positive, engaging workplace culture.

Required skills