Customer Success Lead

ABOUT THE OPPORTUNITY

BizTech Staffing is partnering with an established organization to hire an on-site Customer Experience Manager. This role leads a team of 10–15 customer service representatives and owns two things: the quality of every customer interaction, and the development of the people delivering it. This is a floor-present leadership role. You will be with your team daily coaching in the moment, handling escalations, and building the training that turns new hires into confident representatives.

KEY RESPONSIBILITIES

• Lead the Team
• Manage, coach and develop a team of 10–15 customer service representatives.
• Handle hiring, onboarding, scheduling and day-to-day workload distribution.
• Conduct regular one-on-ones, performance reviews and development conversations.
• Build a floor culture where representatives are engaged, supported and accountable.
• Own Training and Development
• Design and deliver onboarding for new representatives, spanning product knowledge, systems and soft skills.
• Run ongoing training on new products, processes, systems and service standards.
• Create and maintain training materials, job aids and knowledge base content.
• Identify individual skill gaps through call monitoring and coach to them directly.
• Build career paths that develop representatives toward senior and lead roles.
• Deliver Excellent Customer Support
• Own team performance against response time, resolution rate, quality and customer satisfaction targets.
• Monitor calls, emails and tickets for quality, delivering specific and actionable feedback.
• Serve as the escalation point for complex or sensitive customer situations.
• Maintain service levels through volume fluctuations and seasonal peaks.
• Refine processes and service standards to make resolution faster and more consistent.
• Report team performance to leadership with clear recommendations.

REQUIRED QUALIFICATIONS

• 3+ years managing a customer service or support team with direct people-management responsibility.
• Demonstrated experience building and delivering training — onboarding programs, coaching plans or ongoing skill development.
• Track record of improving measurable outcomes such as CSAT, first-contact resolution, quality scores or retention.
• Strong coaching instincts and genuine satisfaction in developing people.
• Experience with CRM and ticketing platforms (Salesforce, Zendesk, HubSpot, Freshdesk or comparable).
• Clear communicator with both frontline staff and senior leadership.
• Sound judgment under pressure and genuine ownership of customer outcomes.
• Able to work on-site full-time.

PREFERRED QUALIFICATIONS

• Formal training, instructional design or train-the-trainer background.
• Experience with quality monitoring and structured coaching programs.
• Workforce management or scheduling tool experience.

Tagged as: HubSpot, Salesforce