Position Details
About this role
Lead the Client Care team by responding to staff inquiries, managing escalations, and supporting the distribution of work to ensure timely, accurate task completion. While handling a customer workload, the Team Lead models service excellence and drives onboarding, process improvement, and consistent performance.
Key Responsibilities
- Serve as first point of contact for team member questions and escalate issues to the CEX Operations Supervisor; Manage escalations and resolve issues while maintaining personal customer workload; Act as a subject matter expert (SME) on technical aspects and identify/address product knowledge gaps; Support onboarding, process improvement, and performance consistency; Provide supplemental peer coaching and reinforce outreach quality
Technical Overview
Provide subject matter expertise on technical aspects of the client care role and help close product knowledge gaps for the team. Support quality and accuracy through structured work distribution and performance coaching in a remote environment.
Ideal Candidate
The ideal candidate is a customer support/team lead who can serve as the first point of contact for staff questions and manage escalations effectively. They have experience supporting onboarding, process improvement, and performance consistency while still carrying an individual customer workload and modeling service excellence.
Must-Have Skills
Nice-to-Have Skills
Required Skills
Hard Skills
Soft Skills
Industry & Role
Keywords for Your Resume
Deal Breakers
Must be able to manage escalations and act as the first point of contact for team member questions, Must be able to support onboarding, process improvement, and performance consistency
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