Customer Services Lead

As a Customer Service Team Lead, you will be responsible for overseeing a team of Customer Service Representatives to support post-sales operations. Your role will involve providing day-to-day leadership, coaching, and operational guidance to ensure an excellent customer experience and achievement of team performance targets. The ideal candidate for this role is customer-obsessed, detail-oriented, and capable of balancing service quality with operational efficiency in a fast-paced, high-volume environment. Key Responsibilities: - Lead and support a team of Customer Service Representatives handling customer inquiries related to billing, contracts, license provisioning, and account updates. - Monitor daily case queues to ensure timely response and resolution aligned with service level expectations. - Act as a point of escalation for complex or sensitive customer cases, ensuring resolution with professionalism and customer empathy. - Provide on-the-job training, guidance, and regular feedback to enhance team capability and performance. - Review the quality of customer interactions and implement initiatives to improve accuracy, tone, and customer satisfaction. - Collaborate closely with cross-functional teams such as Billing, Sales Operations, Credit & Collections, and Legal to ensure smooth resolution of customer requests. - Track and analyze team metrics, identify process gaps, and recommend improvements to increase efficiency and customer satisfaction. - Ensure compliance with internal controls, company policies, and data privacy regulations. - Support the Senior Supervisor in operational planning, reporting, and performance reviews. - Drive a positive, collaborative, and high-performance culture within the team. Qualifications: - At least 5 years of experience in Customer Service for Finance or Operations, preferably within a global or technology company. - At least 2 years of experience leading or mentoring a team. - Strong communication, interpersonal, and problem-solving skills. - Proven ability to manage multiple priorities and adapt to change in a fast-paced environment. - Proficient in Microsoft Office; experience with Salesforce.com or similar CRM tools is a plus. - Customer-first mindset with a passion for continuous improvement and team development.,