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Customer Service Lead
TechOp Solutions InternationalLead Customer Service Representative at TechOp Solutions overseeing a team for federal financial operations and payroll customer service functions. Ensuring compliance and high levels of customer satisfaction.
About the role
Key responsibilities & impact- Provide daily leadership, guidance, and oversight to Customer Service Representatives.
- Monitor workload distribution and ensure timely completion of customer inquiries.
- Perform quality assurance reviews and provide coaching and feedback to team members.
- Ensure compliance with established policies, procedures, and performance standards.
- Assist with onboarding, training, and mentoring new employees.
- Track team performance metrics and support continuous process improvement initiatives.
- Escalate complex customer issues and operational concerns to program management.
- Perform limited CSR call and email handling
- Support management with reporting, scheduling, and operational coordination as required.
- Performs additional duties as assigned
Requirements
What you’ll need- High school diploma or equivalent required; Associates preferred
- Minimum of three (3) years of experience in customer service or help desk operations.
- 4 years of overall experience (for Associates) or 6 years (for HS)
- At least one (1) year of supervisory, lead, or team coordination experience.
- Familiarity with customer service systems, operational processes, and compliance requirements.
- Strong leadership, communication, and organizational skills.
- Ability to coach team members while maintaining a collaborative and customer-focused environment.
- Proficiency with Microsoft Office Suite.
- Must meet security eligibility requirements.
Benefits
Comp & perks- TechOp Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Service OperationsPerformance Metrics TrackingOnboarding and TrainingProcess Improvement InitiativesCall Handling
Soft Skills
Leadership SkillsCommunication SkillsOrganizational SkillsCoaching AbilityCollaborative Environment Maintenance