[Hiring] Customer Service Team Leader @Compass Experience Labs

Role Description

We’re looking for an experienced Customer Service Team Lead to join the customer support team of a fast-growing specialty coffee and beverage retail company. In this role, you’ll lead and support a team of Customer Service Associates, helping them deliver friendly, efficient, and exceptional customer experiences every day. We’re looking for a hands-on leader who knows how to coach, motivate, solve problems, and bring out the best in people.

What You’ll Do

• Lead, coach, and motivate a team of Customer Service Associates
• Monitor team performance against customer service, productivity, quality, and operational goals
• Provide regular coaching, feedback, and performance support
• Conduct team huddles, one-on-ones, and performance discussions
• Monitor customer interactions to ensure quality and adherence to service standards
• Assist agents with escalated or complex customer concerns
• Identify trends and recurring customer issues and recommend solutions
• Work closely with Operations and other stakeholders to address service opportunities
• Ensure team members follow established processes, policies, and procedures
• Track attendance, productivity, quality, and other key performance indicators
• Recognize strong performance and create an engaging, positive team environment
• Support training, onboarding, and continuous development of team members
• Serve as a role model for exceptional customer service and positive team culture

Qualifications

• Previous call center / contact center experience
• Previous experience as a Team Lead, Supervisor, or equivalent people-leadership role
• Strong experience in customer service operations
• Excellent verbal and written English communication skills
• Strong coaching, mentoring, and people-management skills
• Ability to manage performance and provide constructive feedback
• Strong problem-solving and decision-making skills
• Comfortable working with performance metrics and KPIs
• Ability to handle escalations professionally and effectively
• Strong organizational and multitasking skills
• Comfortable working with multiple systems and applications
• Ability to work independently in a remote environment
• Willingness to work 8:00 AM–5:00 PM PST, Monday–Friday

Requirements

• People-first. Accountable. Energetic. Solutions-oriented.
• Leads by example - willing to roll up your sleeves and support the team.
• Knows how to coach - turns feedback into growth.
• Drives performance - understands the numbers while valuing the people behind them.
• Cares about customers - sees every interaction as an opportunity to create a great experience.
• Builds team culture - creates an environment where people feel supported, motivated, and valued.

Benefits

• Fully Remote Work Setup - Work from the comfort of your home.
• Comprehensive Benefits - Medical, dental, vision, and ancillary benefits effective the first of the month after 60 days.
• Paid Time Off (PTO) - Enjoy time away to rest, recharge, and spend with family.
• 401(k) Retirement Plan - Eligible after 6 months of employment.
• Fixed Weekends Off - Enjoy a consistent Monday–Friday schedule.
• Be Part of a Growing U.S. Coffee & Beverage Business - Support an exciting and expanding specialty coffee and beverage retail brand.
• Customer-Focused Team - Join an energetic team that values great customer experiences.
• Career Growth & Development - Build and strengthen your customer service and retail support skills.