Customer Service Team Leader (US-Based Remote)

Compass Experience Labs is a full-service business process outsourcing company that partners with brands to deliver exceptional customer experiences. The Customer Service Team Leader will lead, coach, and support Customer Service Associates while monitoring performance, handling escalations, and driving service quality and operational goals for a specialty coffee and beverage retail company.

Responsibilities:

• 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

Requirements:

• Work Setup: Remote – U.S. Candidates must be located in one of the following states: Ohio (OH), Florida (FL), Georgia (GA), Texas (TX), North Carolina (NC), Wisconsin (WI), or Michigan (MI)
• Schedule: 8:00 AM – 5:00 PM PST, 5 days a week
• Days Off: Fixed weekends off
• 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