Customer Service Team Lead

We are a small shop that happens to serve neighbors all over the country. Customer Service is the front counter. When we do this well, a neighbor feels remembered, understood, and confident. When we do it poorly, it feels like a ticket queue.

This role is for a leader who wants both

You love helping teammates grow.

You love helping neighbors get on their journey.

What you will do

• Lead with hospitality. Fast connection, real listening, calm confidence. A neighbor should feel like they reached a person, not a process.

• Coach weekly. Not performative. Real reps. Clear expectations. Specific feedback. Clear is kind. Help people get better next week.

• Handle the hard calls. De-escalate upset neighbors, own the problem, and drive it to resolution. No hiding behind policy.

• Run the floor. Stay ahead of volume across calls, emails, chats, auths, and support work. Make smart tradeoffs so the team wins together.

• Build one small shop behavior. Partner with other teams when the neighbor experience crosses boundaries. No they. Only we.

• Teach the why. Connect daily work to the neighbor’s journey so this job does not become task-land.

• Model urgency and follow-through. If we say we are calling back within an hour, we do it. Period.

What good looks like here

• A teammate leaves your coaching session clearer, more confident, and with a specific next move.

• An upset neighbor feels heard, then sees action, then trusts us again.

• The team gets faster without getting colder.

• People bring you problems and also bring ideas.

Who this is for

• You like a fast pace, but you do not get sloppy.

• You can challenge directly while caring personally.

• You have a bias for action. You do not wait for permission to be useful.

• You care about craft. You want to get better and you want your team to get better.

• You actually like people. Teammates and neighbors can feel it.

Qualifications

• 2+ years of relevant experience leading, coaching, or owning outcomes in a customer-facing environment

• Strong emotional skill: de-escalation, empathic listening, and calm under pressure

• Clear communication: you can set expectations without rambling or hedging

• Reliable attendance and consistency (trust starts here)

• High School Diploma or GED required. Associate degree preferred.

• Flexible schedule availability (Team Leads balance coverage to match neighbor needs)

A note on culture

We are not looking for a nice supervisor who avoids hard conversations.

We are looking for a coach who helps people grow, holds the line on standards, and keeps the work human.

Apply

If you read this and thought, “Yep. That’s me. I want to build a better version of the small shop,” apply now