Customer Happiness Team Lead
HERO
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Assist with operational support requests and administrative tasks.
- Monitor team performance and identify trends, concerns, or opportunities for improvement.
- Support customer escalations, including handling supervisor calls and complex cases.
- Track and report on team KPIs, highlighting trends or performance outliers.
- Participate in QA calibrations to maintain consistency in service standards.
- Support coaching conversations and skill refreshers for team members.
- Mentor new hires after training to help reinforce processes and expectations.
- Maintain engagement within remote team environments using tools such as Slack and Zoom.
- Lead team huddles or daily stand-ups when the manager is unavailable.
- Organize simple team recognition initiatives such as “Wins of the Week” or peer acknowledgements.
- Identify patterns in customer feedback and communicate potential process improvements.
- Review workflows and flag inefficiencies or bottlenecks.
- Perform additional duties as assigned to support team operations.
Requirements
- High School diploma or equivalent required
- Business, operations, or customer service coursework preferred
- 3+ years experience in a call center or customer support environment
- Previous experience mentoring or supporting team members strongly preferred
- Strong organizational and time-management skills
- Ability to manage multiple tasks while maintaining accuracy and follow-through
Benefits
- Remote status: Fully Remote
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
organizational skillstime-management skillsmentoringcoachingperformance monitoringtrend identificationcommunicationteam leadershipprocess improvementengagement
Certifications
High School diploma