Customer Service Lead

Serve as the primary point of contact between U.S. leadership and offshore support representatives

Monitor call dashboards to ensure calls are answered timely and service levels are maintained

Assign and delegate cases appropriately within the team

Handle escalated customer calls and resolve complex service issues

Coach and guide offshore team members to improve performance and communication

Conduct regular team check-ins and meetings via Microsoft Teams

Ensure accurate case documentation and follow-through

Support AI-integrated customer service workflows and system enhancements

Step in to support call volume only when short staffed

Approximately 30 inbound calls per day (10–15 minutes per call)

95% con...