DESCRIPTION

The Customer Service Team Lead plays a dual role, providing frontline support to customers while also leading and guiding the customer service team. This individual handles customer inquiries directly, assists with complex issues, and ensures the team meets performance expectations. The ideal candidate is hands-on, detail-oriented, and passionate about delivering an excellent customer experience.

SKILLS, KNOWLEDGE AND EXPERTISE

• High school diploma or equivalent required; some college or relevant certifications preferred.
• 2+ years of ASC customer service experience, preferably in a lead or senior representative role.
• Strong communication, problem-solving, and interpersonal skills.
• Ability to multitask, manage time effectively, and remain calm under pressure.
• Experience with ASC ERP and other applications such as Esker and Five9.
• Experience with Microsoft Office tools and with customer service software (CRM, ticketing systems) is a plus.
• Strong attention to detail and ability to maintain accuracy while working quickly.

• Respond to customer inquiries via phone, email, and other channels, ensuring prompt and professional service
• Serve as the first point of escalation for team members handling difficult or complex customer issues
• Distribute workload fairly among team members and assist with prioritizing tasks based on urgency and customer impact.
• Provide coaching, support, and real-time guidance to team members throughout the day.
• Monitor team and individual performance, track KPIs, and report metrics to management.
• Participate in training new hires and providing ongoing training and development for existing team members.
• Identify service gaps or process inefficiencies and recommend improvements to leadership.
• Assist with documentation of procedures, FAQs, and internal resources.
• Maintain a positive team environment, leading by example with a strong work ethic and customer-first mindset.
• Other duties as assigned.