Customer Service Team Lead
About this role
Overview
Use your leadership and customer service expertise to empower a team that delivers exceptional experiences. As Customer Service Team Lead, you’ll guide a high-performing group of Customer Service Representatives, fostering a culture of excellence, accountability, and continuous improvement. You’ll collaborate with different departments to streamline operations, resolve challenges, and ensure every customer interaction reflects our commitment to outstanding service.
This role offers the opportunity to lead with purpose, grow professionally, and make a meaningful impact on how we serve our customers.
Responsibilities
- Team Leadership & Development Lead, mentor, and coach CSRs to meet performance goals and uphold service standards. Conduct regular feedback sessions, goal setting, and performance reviews.
- Operational Oversight Manage daily workflows, ensuring timely resolution of customer inquiries, order requests, and profile issues. Monitor team metrics and implement improvement plans as needed.
- Escalation Management Handle complex or escalated customer issues with professionalism and efficiency. Serve as the escalation point for critical matters
- Cross-Functional Collaboration Partner with internal departments (such as product, sales, support) to streamline processes and enhance the customer experience.
- Process Improvement & Reporting Analyze service metrics, identify trends, and recommend improvements. Prepare detailed reports for senior management.
Requirements
- 5+ years of professional experience in a similar position, supporting similar responsibilities
- Demonstrated leadership capabilities with sound judgment and effective decision-making skills
- Highly team-oriented with a strong commitment to achieving shared goals and driving collective success
- A strong focus on customer satisfaction and the ability to foster a customer-centric culture within the team
- Flexibility to adapt work hours to meet business demands, including team coverage, product meetings, testing assignments, and after-hours support
- Bachelor’s degree in business or related field
Recommended Qualifications
- Experience or training in leadership to guide and motivate the team towards achieving their goals
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Total Rewards
Esri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
The Company
At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life’s best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.
If you don’t meet all of the preferred qualifications for this position, we encourage you to still apply!
Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email askcareers@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.
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