Customer Service Team Lead

EsriRedlands, California

Apply with Sonara

Automate your job search with Sonara.

Submit 10x as many applications with less effort than one manual application.¹

Reclaim your time by letting our AI handle the grunt work of job searching.

We continuously scan millions of openings to find your top matches.

Overview

Schedule

Alternate-schedule

Full-time

Career level

Director

Remote

On-site

Benefits

Career Development

Job Description

Overview

Use your leadership and customer service expertise to empower a team that delivers exceptional experiences. As Customer Service Team Lead, you’ll guide a high-performing group of Customer Service Representatives, fostering a culture of excellence, accountability, and continuous improvement. You’ll collaborate with different departments to streamline operations, resolve challenges, and ensure every customer interaction reflects our commitment to outstanding service.

This role offers the opportunity to lead with purpose, grow professionally, and make a meaningful impact on how we serve our customers.

Responsibilities

Team Leadership & Development Lead, mentor, and coach CSRs to meet performance goals and uphold service standards. Conduct regular feedback sessions, goal setting, and performance reviews.
Operational Oversight Manage daily workflows, ensuring timely resolution of customer inquiries, order requests, and profile issues. Monitor team metrics and implement improvement plans as needed.
Escalation Management Handle complex or escalated customer issues with professionalism and efficiency. Serve as the escalation point for critical matters
Cross-Functional Collaboration Partner with internal departments (such as product, sales, support) to streamline processes and enhance the customer experience.
Process Improvement & Reporting Analyze service metrics, identify trends, and recommend improvements. Prepare detailed reports for senior management.

Requirements

5+ years of professional experience in a similar position, supporting similar responsibilities
Demonstrated leadership capabilities with sound judgment and effective decision-making skills
Highly team-oriented with a strong commitment to achieving shared goals and driving collective success
A strong focus on customer satisfaction and the ability to foster a customer-centric culture within the team
Flexibility to adapt work hours to meet business demands, including team coverage, product meetings, testing assignments, and after-hours support
Bachelor’s degree in business or related field

Recommended Qualifications

Experience or training in leadership to guide and motivate the team towards achieving their goals

#LI-SM1

#LI-Onsite

Automate your job search with Sonara.

Submit 10x as many applications with less effort than one manual application.

Apply with Sonara Apply manually

FAQs About Customer Service Team Lead Jobs at Esri

What is the work location for this position at Esri?

This job at Esri is located in Redlands, California, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Esri?

Employer has not shared pay details for this role.

What employment applies to this position at Esri?

Esri lists this position under the following employment categories:

Alternate-schedule
Full-time

What experience level is required for this role at Esri?

Esri is looking for a candidate with "Director" experience level.

What benefits are offered by Esri for this role?

Esri offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at Esri?

You can apply for this role at Esri either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.