Job Description

Customer Service Team Lead, Bristol, PA (Hybrid), $55,000–$60,000 + 5% Bonus – DIRECT HIRE

Join a historic, top-tier manufacturer known for its quality craftsmanship, collaborative culture, and strong leadership team.

Customer Service Team Lead – Responsibilities

• Support and help guide a team of up to 10 customer service representatives across phone, email, chat, and SMS channels.
• Assist with the implementation and training of the Gorgias customer service platform.
• Serve as the right hand to the Senior Manager of Customer Operations, stepping in to support the team when needed.
• Collaborate cross-functionally with marketing and other departments on direct-to-consumer initiatives.
• Monitor team metrics, analyze performance, and prepare reports to support continuous improvement.
• Handle escalated customer concerns and ensure high satisfaction through conflict resolution.
• Promote a positive and engaged team environment through coaching and performance support.

Customer Service Team Lead – Requirements

• 3+ years of customer service experience, with at least 1 year in a team lead or leadership support role.
• Strong communication and problem-solving skills with the ability to resolve issues in real-time.
• Proficiency in Microsoft Excel and general MS Office tools.
• Experience in a retail or consumer goods setting preferred.
• Familiarity with Gorgias, Microsoft Dynamics 365 (D365), or 8x8 is a plus.
• Bachelor’s degree preferred but not required.

Schedule:

Hybrid schedule – 100% onsite for training, then hybrid with onsite work Tuesday through Thursday and remote work Monday and Friday.

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