Customer Service Team Leader – Tri State/Dallas

About the role

Farrow & Ball, a luxury British lifestyle brand, is seeking a Customer Service Team Leader to manage day‑to‑day operations for its Tri State or Dallas, Texas office. You will lead a team that handles phone, email and live‑chat enquiries, ensuring a high‑quality experience for customers while supporting the company’s strategic objectives.

Key responsibilities

• Provide ongoing management support to keep the team engaged and informed of performance.
• Use available systems to drive grade‑of‑service performance across all channels.
• Review KPI results, set objectives and promote behaviours that meet business needs.
• Coordinate multi‑skilling to improve service consistency and reduce reliance on key individuals.
• Conduct monthly 1:1 meetings, coaching and mentoring sessions to develop staff.
• Ensure adequate cover during absences without compromising service.
• Handle customer escalations as the primary point of contact.
• Represent Customer Service in cross‑functional projects.
• Lead recruitment, onboarding and retention initiatives aligned with brand values.

Required profile

• Proven experience managing a customer‑service team.
• Strong communication and interpersonal skills.
• Data‑driven mindset with ability to analyse performance metrics.
• Demonstrated coaching and development capabilities.
• Ability to handle escalations and make sound decisions under pressure.
• Commitment to upholding brand values and delivering exceptional customer experiences.

Required skills