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Customer Success Team Lead at Sterling Labs

Des Plaines, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

08 May, 26

Salary

0.0

Posted On

07 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Leadership, Coaching, Performance Management, Problem Solving, Conflict Resolution, CRM Tools, Team Development, Process Improvement, Communication, Interpersonal Skills, Escalation Management, Training, Feedback, Collaboration, Metrics Tracking

Industry

Environmental Services

Description

Description We’re looking for a motivated and people-focused Customer Success Team Lead to oversee daily customer support operations and lead a team of service representatives. This role balances hands-on customer support with coaching, performance management, and process improvement to ensure an excellent customer experience and foster lasting relationships with our customers. Requirements Key Responsibilities Lead, coach, and support a team of customer service representatives Monitor daily workflows, queues, and service levels to ensure SLAs are met Handle escalated customer issues and ensure timely, effective resolution Provide regular feedback, performance reviews, and coaching to team members Assist with onboarding and training of new hires Track and report on key performance metrics Identify trends in customer feedback and recommend process improvements Collaborate with cross-functional teams (Lab Operations, Sales, Finance etc.) to resolve recurring issues Maintain up-to-date knowledge of products, services, and policies Required Qualifications 2+ years of experience in customer service, including leadership or supervisory experience Strong communication and interpersonal skills Proven ability to motivate and develop team members Excellent problem-solving and conflict-resolution skills Experience working with CRM or customer support tools Ability to manage multiple priorities in a fast-paced environment Preferred Qualifications Experience in a call center or high-volume support environment Familiarity with customer service metrics and reporting Experience leading remote or hybrid teams Bachelor’s degree or equivalent experience What Success Looks Like High team engagement and low turnover Consistently strong customer satisfaction scores Efficient handling of escalations and complex cases Continuous improvement in team performance and processes

Responsibilities

The Customer Success Team Lead will oversee daily customer support operations and lead a team of service representatives. This includes handling escalated customer issues, providing coaching, and ensuring service levels are met.