Customer Service Team Lead

About the role

DUAL North America is looking for a Customer Service Team Lead in Dallas, Texas, a full-time, non-exempt position reporting to the Service Center Supervisor. The Team Lead oversees customer service operations, leads and mentors team members and ensures high levels of customer satisfaction, while also driving special projects that advance organizational goals and improve customer service processes. The role is in-office.

Key responsibilities

• Supervise and support the customer service team in handling customer inquiries and issues efficiently.
• Resolve complex and escalated customer inquiries and complaints.
• Mentor and train CSR 1 and CSR 2 team members.
• Maintain accurate records of team member interactions.
• Collaborate with other departments to resolve customer issues and improve service processes.
• Stay informed about industry trends, company policies and regulatory changes.
• Identify process improvement opportunities and lead team initiatives.
• Lead special projects such as new customer service protocols, new technologies or enhanced training programs.
• Monitor and report on team performance and implement continuous improvement strategies.

Required profile

• High school diploma or equivalent.
• Minimum of 3-5 years of customer service experience.
• Proven leadership and supervisory skills.
• Excellent written and verbal communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to handle high-stress situations professionally and empathetically, and to work independently and as part of a team.
• Experience leading special projects and process improvement initiatives is a plus.

Required skills

• Proficiency in customer service software.
• Proficiency in Microsoft Office Suite.

What we offer

• Medical, dental and vision coverage, plus a wide range of wellbeing offers.
• Competitive salary of $26-$28 per hour.
• Unlimited PTO and 401k with company match.
• Paid volunteer days.