Customer Service Representative Team Lead

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high‑quality vision care products such as Varilux, Crizal, Eyezen, Stellest and Transitions, and iconic brands that consumers love such as Ray‑Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high‑quality vision care and best‑in‑class shopping experiences such as Sunglass Hut, Lens Crafters, Target Optical and leading e‑commerce platforms.

Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eye‑care industry.

The Customer Service Lead plays a critical role in ensuring that frontline Customer Service Agents (CSAs) are set up for success. The Team Lead focuses on coaching, training, and acting as a subject‑matter expert that CSAs look to for advice and guidance. The Lead also supports CSA performance metrics, solves customer concerns, provides real‑time support to agents, handles customer e‑mail and phone contacts, and interfaces with cross‑functional business groups to drive resolution of issues that cannot be solved by frontline agents.

The Lead works closely with leadership staff to ensure continual improvements to the customer experience and address identified gaps.

• Ownes escalated customer contacts and leads the effort to satisfactorily resolve them.
• Answers frontline agent inquiries, points agents to internal reference materials, and gathers information to update internal reference materials and processes.
• Provides prompt, efficient, detailed, customer‑oriented service to Luxottica WHNA customers.
• Owns high‑touch accounts at the request of Customer Service and Sales leadership.
• Works with other customer support teams to ensure a consistent and high‑quality level of support.
• Drives projects to improve support‑related processes.
• Acts as an advocate for the customer, reports and acts on observed areas for improvement.
• Actively seeks solutions to customer needs, communicates trends to leadership, and suggests innovative solutions on behalf of the customer experience.
• Assists with CSA communication during launches and support events.
• Assumes responsibility for developing detailed knowledge about specific product lines and features.
• Makes sure internal knowledge reference pages are updated.

• High School Diploma
• Experience coaching and using a consultative approach toward delivering feedback
• Experience taking ownership and driving resolution on escalated customer issues
• Intermediate to advanced business productivity software experience – emphasis in Outlook, Excel and Power Point
• Strong time‑management and re‑prioritization skills
• Ability to multitask and perform in a constantly changing environment
• Exceptional listening skills
• Ability to work weekends and/or evenings
• Experience in identifying and reporting quality gaps for a group of people to leadership
• Fluency in English – strong written and verbal communication skills

• Associates degree
• 1+ year(s) experience in a call center environment
• Experience in leadership positions
• Experience in customer service supervision/management
• A drive to dig into the details of a system or process to solve customer problems
• Proven success in a fast‑paced support environment

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first‑class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

Essilor Luxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the Essilor Luxottica Speak Up Hotline at  (be sure to provide your name, job r, and contact information so that we may follow up in a timely manner) or email HRC

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.