Customer Service Lead

Madix, Inc

Customer Service Lead at Madix responsible for leading and motivating a customer service team. Focused on resolving escalations, improving processes, and enhancing team performance.

Posted 4/11/2026full-timeTerrell • Texas • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

People leader not an individual contributor
Can do CSR role but no direct responsibilities to customers.
Able to jump in only if needed
Dealing with any unresolved issues beyond a CSR role’s capabilities
Lead 1:1’s, work balancing, training, culture execution, onboarding new customers
Joining strategic customer calls, soliciting feedback, and making continuous improvement efforts within their team.
Inspiring team members & motivating them to reach individual & team goals
Keeps team aligned to global KPI’s
Handles escalations and evaluates team member's performance.
Preparing & providing feedback on performance & reviews to CS Manager/Director
Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends.
Provide assistance to team members whom are experiencing difficulties with their job duties by putting them through and giving them personal coaching
Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
Serve as the intermediary between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.
Creating team-building opportunities
Fostering positive relationships
Encourage open communication
Celebrating team successes

Requirements

What you’ll need

High school diploma or equivalency certificate
Two to four years customer service related work experience
Showcase good leadership skills to carry team members along
Excellent skills for communicating and relating with both staff members and customers
Good interpersonal skills to create a cordial relationship with team members
Ability to multitask
Have good temperate to handle disputes and emergencies
Must be result oriented.

Benefits

Comp & perks

Group Health Insurance
Company Paid Group Term Life
Dental, Vision, Short Term Disability, Long Term Disability, and Critical Care
401k – Eligible day one of employment (Contributions can be from 1% to 50% of salary. Company match of up to 4% quarterly based on safe harbor election)
Holidays – 9 per year (Eligible after 30 days of employment)
Vacation time
Educational Assistance
Employee Assistance Program
Onsite Clinic – Free medical visits
Safety and Attendance incentives
Employee Appreciation Days

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

leadershipcommunicationinterpersonal skillsteam motivationperformance evaluationcoachingmultitaskingconflict resolutionteam buildingrelationship management

Certifications

high school diplomaequivalency certificate