Case Management: Expertly accept, open, and resolve complex customer service cases received via email and phone, primarily focusing on technical and mechanical issues within the luxury product segment.
Technician & Logistics Coordination: Efficiently manage all communication and scheduling for our network of contracted field technicians.
Billing & Compliance: Complete technician invoicing within one business day of receipt, and meticulously process warranty and manufacturer billing according to defined schedules.
Escalation Management: Serve as the first point of escalation for complex customer issues, demonstrating calm, creative, and optimal problem resolution.
Team Development: Provide initial department-level training and mentorship for new team members, championing department best practices.
Performance Driven: Consistently meet or exceed department Key Performance Indicators (KPIs) for resolution time and customer satisfaction.

3+ years of progressive customer service experience, ideally in a technical support, luxury retail, or mechanical product environment.
A Strategic Mindset: The ability to professionally balance high-touch customer-oriented service with sound business practices to achieve optimal, timely outcomes.
Exceptional Communication: Strong written and verbal skills, with the ability to clearly convey complex technical information to both customers and technicians.
Leadership & Poise: Ability to stay calm and effective under pressure, manage competing priorities, and multitask across multiple open cases.
Technical Proficiency: High school diploma or equivalent is required. Proficient in Google Suite and/or Microsoft Suite. Experience with Salesforce or similar CRM software is a significant plus.
Creative Problem-Solver: A natural curiosity and commitment to finding solutions for unique and challenging technical issues.

Comprehensive Health Coverage: Medical, Vision, and Dental insurance.
Financial Security: Life Insurance, Long-Term Disability (LTD), and Short-Term Disability (STD).
Retirement: 401(k) Match program.
Exclusive Discounts: Employee Purchase Program on our luxury products.
Commission/Bonus Eligible: Commissions paid on service upgrades; Profit Share Bonus Program.
Dog Friendly Workplace: Bring your well mannered pup to work with you!

Customer Service Lead

Key skills