Customer Service Team Lead

Customer Service Team Lead Job Description Template

Our company is looking for a Customer Service Team Lead to join our team.


  • Develop and monitor customer servicing strategies to improve key performance indicators;
  • Prepares reports on both business and performance for cross-examination with overall metrics for the account and program;
  • Assign tasks, disseminate information, and process updates to the team members;
  • Manages and oversee the activities of the team, ensuring that each individual performs at the par standards set by the company and client;
  • Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives;
  • Make full use of the resources available to ensure team effectiveness and efficiency;
  • Provide guidance, coaching, and management to members of your team;
  • Share continual responsibility for deciding how to manage the employees, ensuring calls, emails and chats are handled efficiently and effectively;
  • Be available for employees that experience work and/or personal problems, providing appropriate coaching, counseling, direction and resolution.


  • Customer Service;
  • Willing to work shifting;
  • Ability to learn new technologies;
  • Creative, proactive and out of the box thinker and problem solver;
  • Ability to competently navigate and use Microsoft desktop operating system-specific command sets, utilities, and tools;
  • Communication skills;
  • Customer service experience;
  • Familiar with computerized financial system;
  • Ability to communicate with vendors, clients, peers, and management;
  • Organization skills;
  • Ability to develop and motivate a team;
  • Knowledgeable in the use of office productivity tools;
  • Ability to work under pressure and in dynamic working conditions;
  • Excellent communication skills with strong leadership capabilities and creativity;
  • Proven leadership skills.

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