Customer Success Team Lead
Job in
Des Plaines, Cook County, Illinois, 60019, USA
Listed on 2026-03-01
Listing for:
Thesterlinglab
Full Time
position Listed on 2026-03-01
Job specializations:
-
Customer Service/HelpDesk
Customer Success Mgr./ CSM, Client Relationship Manager, Bilingual -
Management
Client Relationship Manager
Job Description & How to Apply Below
Description
We’re looking for a motivated and people-focused Customer Success Team Lead to oversee daily customer support operations and lead a team of service representatives. This role balances hands‑on customer support with coaching, performance management, and process improvement to ensure an excellent customer experience and foster lasting relationships with our customers.
Key Responsibilities- Lead, coach, and support a team of customer service representatives
- Monitor daily workflows, queues, and service levels to ensure SLAs are met
- Handle escalated customer issues and ensure timely, effective resolution
- Provide regular feedback, performance reviews, and coaching to team members
- Assist with onboarding and training of new hires
- Track and report on key performance metrics
- Identify trends in customer feedback and recommend process improvements
- Collaborate with cross‑functional teams (Lab Operations, Sales, Finance etc.) to resolve recurring issues
- Maintain up‑to‑date knowledge of products, services, and policies
- 2+ years of experience in customer service, including leadership or supervisory experience
- Strong communication and interpersonal skills
- Proven ability to motivate and develop team members
- Excellent problem‑solving and conflict‑resolution skills
- Experience working with CRM or customer support tools
- Ability to manage multiple priorities in a fast‑paced environment
- Experience in a call center or high‑volume support environment
- Familiarity with customer service metrics and reporting
- Experience leading remote or hybrid teams
- Bachelor’s degree or equivalent experience
- High team engagement and low turnover
- Consistently strong customer satisfaction scores
- Efficient handling of escalations and complex cases
- Continuous improvement in team performance and processes
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