Customer Solutions Team Leader - Remote (US)

Overview

The Customer Solutions Team Leader is tasked with guiding and nurturing a team of Customer Solutions Guides to provide outstanding customer experiences by expertly managing escalations, driving operational efficiency, and promoting ongoing enhancement. This position offers daily leadership, coaching, and performance oversight to a team of skilled customer support professionals handling complex issues aligned with company goals.

Key Duties

• Provide leadership, coaching, and development opportunities for Customer Solutions Guides to maintain exceptional customer service delivery.
• Conduct regular one-on-one meetings, performance reviews, and career progression talks.
• Encourage a culture of accountability, teamwork, continuous education, and strong customer advocacy.
• Track individual and group performance against KPIs, service levels, quality benchmarks, and customer satisfaction metrics.
• Manage attendance, scheduling, productivity, and workloads to optimize operations.
• Recognize outstanding performance and address any issues with customized coaching plans.
• Assist in recruitment, interviewing, onboarding, and continuous development of team members.
• Oversee daily team operations to ensure prompt resolution of escalated customer inquiries.
• Manage case queues, monitor aging cases, and balance workloads for efficient service.
• Ensure adherence to company policies, procedural standards, documentation practices, and service expectations.
• Analyze operational data to identify areas for enhanced efficiency, quality, and customer satisfaction.
• Remove operational obstacles that could hinder performance or customer results.
• Support workforce planning and resource allocation amid fluctuating demands.
• Lead handling of complex, high-risk, or senior-level customer escalations and guide the team through advanced troubleshooting.
• Collaborate with internal stakeholders to resolve critical customer matters promptly while balancing customer advocacy with business policies.
• Guarantee thorough documentation and communication of escalated cases to relevant parties.
• Foster the development of technical expertise and customer service skills within the team through real-time coaching, quality audits, and customer feedback analysis.
• Work with Training and Quality departments to address knowledge gaps through targeted programs.
• Promote sharing of knowledge, collaboration, and continuous advancements team-wide.
• Represent the Customer Solutions team in cross-department initiatives, escalating recurring issues and customer pain points to relevant stakeholders.
• Lead and track projects aimed at improving workflows, escalation procedures, customer experience, and operational effectiveness.
• Support content creation and maintenance for knowledge bases, troubleshooting guides, and standard operating procedures.
• Champion the Voice of the Customer, reinforcing a culture centered on empathy, professionalism, accountability, and ownership.
• Identify opportunities to convert difficult customer situations into positive experiences that foster trust and loyalty.

Requirements

• At least five years in Customer Support, Customer Experience, or Contact Center Operations in a dynamic, fast-paced, or complex environment.
• A minimum of two years leading or supervising customer support teams.
• Proven experience managing complex escalations and leading high-performing teams.
• Strong knowledge of escalation protocols, advanced support techniques, and operational leadership.
• Skilled in coaching, mentoring, and developing staff to enhance performance and engagement.
• Excellent communication abilities, both verbal and written, effective across all organizational levels.
• Strong analytical and critical thinking capabilities, capable of data-driven decision-making.
• Experience collaborating with Product, Engineering, Operations, Quality, and Training teams.
• Proficiency with CRM systems, ticketing platforms, workforce management software, reporting tools, and Microsoft Office.
• Customer-centric mindset with the ability to balance satisfaction and business priorities.
• Ability to adapt and lead teams through change in a fast-evolving work environment.

Preferred Qualifications

• Experience in automotive, mobility, electric vehicle (EV), or after-sales service sectors.
• Background leading Tier 2, Escalations, or Advanced Customer Support teams.
• Proven track record in driving customer support process improvements and achieving operational excellence.
• Familiarity with knowledge management, quality assurance, and continuous improvement methodologies such as Lean or Six Sigma.
• Experience utilizing customer insights and analytics to influence strategic business decisions.