Customer Success Team Lead
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Job Location:
Des Plaines, IL - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Were looking for a motivated and people-focused Customer Success Team Lead to oversee daily customer support operations and lead a team of service representatives. This role balances hands-on customer support with coaching performance management and process improvement to ensure an excellent customer experience and foster lasting relationships with our customers.
Key Responsibilities
- Lead coach and support a team of customer service representatives
- Monitor daily workflows queues and service levels to ensure SLAs are met
- Handle escalated customer issues and ensure timely effective resolution
- Provide regular feedback performance reviews and coaching to team members
- Assist with onboarding and training of new hires
- Track and report on key performance metrics
- Identify trends in customer feedback and recommend process improvements
- Collaborate with cross-functional teams (Lab Operations Sales Finance etc.) to resolve recurring issues
- Maintain up-to-date knowledge of products services and policies
Required Qualifications
- 2 years of experience in customer service including leadership or supervisory experience
- Strong communication and interpersonal skills
- Proven ability to motivate and develop team members
- Excellent problem-solving and conflict-resolution skills
- Experience working with CRM or customer support tools
- Ability to manage multiple priorities in a fast-paced environment
Preferred Qualifications
- Experience in a call center or high-volume support environment
- Familiarity with customer service metrics and reporting
- Experience leading remote or hybrid teams
- Bachelors degree or equivalent experience
What Success Looks Like
- High team engagement and low turnover
- Consistently strong customer satisfaction scores
- Efficient handling of escalations and complex cases
- Continuous improvement in team performance and processes
Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
About Company
Sterling Labs is the leading environmental laboratory in the Chicago Loop. We offer nationwide availability, the most up-to-date accreditations and certifications, accurate results and unbeatable customer service.
