Customer Success Team Lead

Role Overview

We are seeking a proactive Customer Success Team Lead based in New York, NY, to direct and mentor a frontline customer support team. The ideal candidate will enhance customer experience by managing daily team operations, resolving complex service issues, and promoting a culture of collaboration and accountability.

Key Responsibilities

• Lead and support customer success representatives in daily tasks, providing coaching to elevate service quality and team efficiency.
• Monitor service workflows and incoming queries to ensure timely responses and maintain comprehensive coverage.
• Handle complex or escalated customer cases with prompt, thoughtful resolutions.
• Review customer interactions and documentation to ensure accuracy, compliance, and high service standards.
• Contribute to staff training and ongoing development for new and existing team members.
• Identify and report recurring service or workflow issues to leadership with suggested improvements.
• Collaborate with internal teams to address challenges, streamline operations, and boost customer satisfaction.
• Lead by example, demonstrating reliability, professionalism, and dedication to superior customer care.

Candidate Qualifications

• Minimum two years of relevant experience, including at least one year in a lead, mentoring, or senior support role.
• Proven background in customer service, call center operations, or customer-facing service environments.
• Excellent verbal and written communication skills, with the ability to de-escalate conflicts effectively.
• Detail-oriented in documenting customer interactions and managing service issues.
• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Experience in healthcare or commercial insurance sectors is essential.
• Bilingual abilities are advantageous.

Additional Information

Robert Half is a leading specialized talent solutions firm providing contract, temporary, and permanent placements across finance, technology, marketing, legal, and administrative roles. We are committed to helping individuals secure the best job opportunities with competitive pay and benefits, including online training resources and mobile application conveniences.

Applicants must be authorized to work in the United States. Benefits for contract and temporary workers include medical, vision, dental, and life/disability insurance, along with 401(k) eligibility upon hiring.

Robert Half is an Equal Opportunity Employer (M/F/Disability/Veterans). By applying, candidates agree to our Terms of Use and Privacy Policy.