Lead and develop a team of Customer Solutions Guides
Ensure exceptional customer experiences through escalation management and operational excellence
Monitor individual and team performance against KPIs
Oversee daily operations of the Customer Solutions team
Provide leadership for complex customer escalations
Develop technical expertise and customer service capabilities of team members
Partner with internal stakeholders to resolve systemic customer issues
Analyze customer trends and operational data for continuous improvement

Minimum 5 years of experience in Customer Support, Customer Experience, or Contact Center Operations
Minimum 2 years of experience leading or supervising customer support teams
Strong understanding of escalation management and operational leadership
Proven experience coaching, mentoring, and developing employees
Excellent verbal and written communication skills
Strong analytical and problem-solving skills
Experience collaborating with cross-functional teams
Proficiency with CRM platforms and Microsoft Office applications

Customer Solutions Team Leader

Key skills