Customer Service Team Lead Job Description
A customer service team lead supports a company’s customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. Customer service team leads work in a variety of industries, helping organizations deliver outstanding customer support and develop customer relationships.
Because this role balances direct customer support with team coordination and oversight, customer service team leads frequently serve as liaisons between a company and its customers, working with sales and accounts receivable teams to drive repeat customers and help organizations meet profitability goals.
Customer Service Team Lead Duties and Responsibilities
While a customer service team lead’s daily responsibilities vary between businesses, our research shows that they have several consistent core duties:
Coordinate Customer Service Team
The primary responsibility of a customer service team lead is managing a team of customer service personnel. They may work in a call center or in an office, coordinating their team throughout their shift. If a customer service team provides 24-hour support, the customer service team lead manages employee schedules and ensures that the department is adequately staffed during peak times. Additionally, a customer service team lead also answers team members’ questions and provides advice.
Provide Direct Customer Support
A customer service team lead responds directly to customers who need assistance. They may answer phone calls or emails from customers to provide quick resolution of issues and questions or may provide assistance to a team member. Customer service team leads tend to provide more direct customer support during the department’s busiest times, but also assist customers throughout their shift.
Review and Resolve Escalations
If a customer service team member is unable to resolve a customer’s question or complaint, they usually escalate the call to a customer service team lead. The team lead then identifies a solution to the customer’s query or directs them to another department that can provide assistance. Managing escalations requires significant customer service skills and diplomacy to ensure that the customer is satisfied.
Evaluate Team Members
Many customer service team leads conduct periodic reviews and evaluations of team members. Team leads monitor employee performance and note areas for improvement, often using an employee evaluation rubric and then meeting directly with the team member to discuss their performance. A customer service team lead may also make recommendations to HR departments if an employee is consistently not meeting expectations.
Support Process Improvement
Customer service team leads improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. They may gather data related to customer contact and interactions and use this data to prepare reports and analyses of which processes are working and which can be improved.
Train New Hires
Many customer service team leads train new hires in their departments. They work closely with new team members to instruct them on company policies and best practices for resolving customer calls. Additionally, customer service team leads monitor new team members’ activities and performance during the first few weeks of training and onboarding to determine where further training is needed.
Customer Service Team Lead Skills and Qualifications
Customer service team leads tend to be active, hands-on managers, able to effectively oversee and direct team members while providing excellent customer service. Companies typically hire candidates with at least a high school diploma, prior customer service experience, and the following skills:
- Team leadership – customer service team leads manage teams that can range from a few people to large departments, so effective team coordination and organization skills are vital
- Performance evaluation – customer service team leads should also have some experience with employee evaluations to successfully manage their team’s growth and performance
- Conflict resolution – customer service team leads must quickly and effectively resolve customer issues, particularly when a customer is unhappy with the company’s product or service
- Problem-solving skills – this role also requires significant problem-solving skills, as a customer service team lead needs to assess the situation when a customer calls or emails and rapidly arrive at a resolution
- Communication skills – this role relies heavily on both written and verbal communication when interacting with customers and directing team members
Tools of the Trade
Customer service team leads tend to work in office settings, using standard software and equipment in addition to the following:
- Customer relationship management (CRM) software (HubSpot, Zoho)
Customer Service Team Lead Education and Training
While this role does not typically have any formal education requirements, most customer service team leads do have at least a high school diploma or GED, and many complete an associate’s or bachelor’s degree. A degree in communications can be especially useful in this role. Customer service team leads often have extensive experience in customer relations and may start as members of a company’s customer service team before taking on additional responsibilities in the team lead role.
Customer Service Team Lead Salary and Outlook
While the Bureau of Labor Statistics (BLS) does not provide salary estimates for customer service team leads, it lists a median annual salary of $32,300 for customer service representatives. Glassdoor reports an average annual salary of $37,703 for customer service team leads, based on 8,587 reported salaries.
The BLS estimates that employment for customer service representatives will grow 5 percent by 2026, with the majority of job growth in call centers.
If you’re interested in finding out more about a career as a customer service team lead, we found many resources on the web for further reading:
International Customer Service Association – this professional group provides resources and career development opportunities for customer service personnel across industries
The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service – learn how to motivate customer service team members and deliver exceptional customer service
“5 Tips for Effective Leadership in Customer Service” – find out what makes customer service team leaders effective and discover best practices for motivating and organizing a customer service department
Customer Service Training – Kimberly Delvin’s comprehensive guidebook explores the impact of customer service on profitability and provides tips and advice for training customer service team members
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