Act as the Level 2 escalation point for complex or sensitive cases
Support agents in resolving challenging situations while ensuring professionalism, efficiency, and customer trust
Identify recurring issues, spot process gaps, and transform problems into long-term improvements
Oversee and organize all the escalation cases with precision and accountability
Coordinate closely with Compliance, Logistics, Finance, and other teams to ensure seamless handling
Monitor the pipeline, prioritize effectively, and reduce processing time through structured workflows
Ensure special requests are handled clearly, efficiently, and with full visibility
Provide guidance, coaching, and real-time support to Customer Service Agents
Help onboard new team members and foster a culture of accountability and excellence
Own the case assignment structure and ensure operational discipline
Monitor and improve key metrics such as: First response time, Resolution time, Tickets per agent, Tickets per order, Customer satisfaction
Facilitate structured communication between Customer Service and other departments.

Customer Service Team Lead

Key skills