Customer Service Team Leader (US-Based Remote)

MEET COMPASS

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldnt find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

About the Opportunity

No commute. No office. No weekends.

Work Setup: Remote U.S. Candidates must be located in one of the following states: Ohio (OH), Florida (FL), Georgia (GA), Texas (TX), North Carolina (NC), Wisconsin (WI), or Michigan (MI)

Schedule: 8:00 AM 5:00 PM PST, 5 days a week

Days Off: Fixed weekends off

Employment Type: Full-Time

Industry: Specialty Coffee & Beverage Retail

Lead the Team. Elevate the Experience.

Were looking for an experienced Customer Service Team Lead to join the customer support team of a fast-growing specialty coffee and beverage retail company.

In this role, youll lead and support a team of Customer Service Associates, helping them deliver friendly, efficient, and exceptional customer experiences every day.

Were looking for a hands-on leader who knows how to coach, motivate, solve problems, and bring out the best in people.

What Youll Do

• Lead, coach, and motivate a team of Customer Service Associates
• Monitor team performance against customer service, productivity, quality, and operational goals
• Provide regular coaching, feedback, and performance support
• Conduct team huddles, one-on-ones, and performance discussions
• Monitor customer interactions to ensure quality and adherence to service standards
• Assist agents with escalated or complex customer concerns
• Identify trends and recurring customer issues and recommend solutions
• Work closely with Operations and other stakeholders to address service opportunities
• Ensure team members follow established processes, policies, and procedures
• Track attendance, productivity, quality, and other key performance indicators
• Recognize strong performance and create an engaging, positive team environment
• Support training, onboarding, and continuous development of team members
• Serve as a role model for exceptional customer service and positive team culture

What Were Looking For

Required:

• Previous call center / contact center experience
• Previous experience as a Team Lead, Supervisor, or equivalent people-leadership role
• Strong experience in customer service operations
• Excellent verbal and written English communication skills
• Strong coaching, mentoring, and people-management skills
• Ability to manage performance and provide constructive feedback
• Strong problem-solving and decision-making skills
• Comfortable working with performance metrics and KPIs
• Ability to handle escalations professionally and effectively
• Strong organizational and multitasking skills
• Comfortable working with multiple systems and applications
• Ability to work independently in a remote environment
• Willingness to work 8:00 AM5:00 PM PST, MondayFriday

The Leader Were Looking For

People-first. Accountable. Energetic. Solutions-oriented.

Youre someone who:

Leads by example You dont just tell your team what to do; youre willing to roll up your sleeves and support them.

Knows how to coach You turn feedback into growth and help people become better at what they do.

Drives performance You understand the numbers but never lose sight of the people behind them.

Cares about customers You understand that every interaction is an opportunity to create a great experience.

Builds team culture You know how to create an environment where people feel supported, motivated, and valued.

Why Join Us?

• Fully Remote Work Setup Work from the comfort of your home.
• Comprehensive Benefits Medical, dental, vision, and ancillary benefits effective the first of the month after 60 days.
• Paid Time Off (PTO) Enjoy time away to rest, recharge, and spend with family.
• 401(k) Retirement Plan Eligible after 6 months of employment.
• Fixed Weekends Off Enjoy a consistent MondayFriday schedule.
• Be Part of a Growing U.S. Coffee & Beverage Business Support an exciting and expanding specialty coffee and beverage retail brand.
• Customer-Focused Team Join an energetic team that values great customer experiences.
• Career Growth & Development Build and strengthen your customer service and retail support skills.

Ready to Lead the Way?

If youre an experienced customer service leader who loves developing people, driving performance, and creating great customer experiences, wed love to hear from you.

Bring your leadership. Bring your energy. Help us create exceptional experiencesone customer and one team member at a time.