Customer Service Team Lead

As Customer Service Team Lead, you'll lead by example by actively handling customer cases while developing a team of Customer Service Specialists. You'll play a key role in creating exceptional customer experiences, empowering your team to grow, and fostering a culture built on trust, curiosity, and continuous improvement. Balancing daily operations, coaching, and performance management, you'll help your team thrive in a fast-paced environment while delivering the premium service experience that defines Suitsupply. If you're a natural leader who enjoys developing people and driving results through collaboration, we'd love to hear from you.
 
What you’ll do

• Lead and mentor your team by providing coaching, constructive feedback, and fostering empowerment, trust, and continuous learning to help each team member reach their full potential. 
• Coach your team to deliver a personalized, premium customer experience that reflects the Suitsupply brand across every customer interaction. 
• Drive team performance through regular coaching, quality reviews, and data-driven insights. 
• Actively handle customer inquiries through multiple channels, including WhatsApp, chat, email, and phone, demonstrating exceptional customer advocacy. 
• Manage team schedules and shifts to meet staffing guidelines. 
• Oversee workload prioritization, distribution, and essential administrative tasks such as productivity tracking and attendance management. 
• Conduct regular performance reviews focused on each team member’s case handling contribution, Average Handle Time (AHT), and Quality Assurance scores.