A growing financial services organization is seeking a hands-on Senior Customer Service Team Lead to provide day-to-day leadership and operational support to its Customer Service team.
Key Responsibilities
- Serve as the first point of escalation for complex customer inquiries and operational issues.
- Provide daily coaching, mentorship, and guidance to Customer Service Representatives.
- Lead by example by handling customer inquiries via phone, email, and CRM platforms.
- Monitor team productivity, workloads, service levels, and quality standards.
- Assist with onboarding, training, and employee development.
- Identify opportunities to improve workflows, processes, and departmental efficiencies.
- Maintain accurate customer records, documentation, and operational data.
- Collaborate with Sales, Onboarding, Accounting, and Operations to resolve customer issues.
- Assist with reporting, SOP development, and departmental initiatives.
Required Qualifications
- 5+ years of customer service experience within financial services, including banking, merchant services, payment processing, fintech, or related industries.
- Previous team lead, supervisory, or mentoring experience preferred.
- Strong communication, problem-solving, and organizational skills.
- Demonstrated ability to coach and develop employees.
- High attention to detail and commitment to customer service and accuracy.
- Proficiency in Microsoft Office and CRM platforms.
- Experience with customer account management, reporting, and operational data.
- Ability to handle confidential information and work collaboratively across departments.
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