Customer Support Team Lead

Customer Support Team Lead

Community of Resources (A Division of Merchants & Marine Bank)

Location: Pascagoula, MS | Full-Time

Community of Resources, a division of Merchants & Marine Bank, is seeking a motivated and experienced Customer Support Team Lead to guide and support our Customer Support team. This role is ideal for a service-driven leader who thrives in a fast-paced call center environment and is passionate about delivering an exceptional customer experience.

The Customer Support Team Lead plays a key role in coaching team members, ensuring quality service delivery, and supporting daily operations while maintaining compliance with company policies and regulatory standards.

Key Responsibilities

Leadership & Team Support

• Provide leadership, coaching, and mentorship to Customer Support Specialists.
• Support a culture of accountability, professionalism, and continuous improvement.
• Partner with the Customer Support Manager to complete performance evaluations and provide regular feedback.
• Develop and maintain onboarding and training programs for new team members.

Customer Experience & Operations

• Ensure a high level of customer service is consistently delivered in a fast-paced call center environment.
• Monitor inbound call queues and assist by handling calls during peak times or staffing gaps.
• Maintain effective, clear communication with internal teams and external customers.
• Escalate or route inquiries appropriately when outside scope of responsibility.

Quality Assurance & Reporting

• Monitor and review calls to ensure adherence to quality standards and service expectations.
• Conduct call evaluations and ensure quality assurance metrics are met or exceeded.
• Provide regular reporting and updates to management on team performance and operational metrics.

Process Improvement & Support

• Assist in developing, testing, and implementing departmental procedures.
• Stay current on all products, services, and operational updates.
• Support team members with various systems and software platforms.
• Contribute to achieving organizational goals and strategic initiatives.

Why Join Us?

At Community of Resources, we are committed to fostering a supportive work environment where employees can grow, lead, and make a meaningful impact. Join a team that values collaboration, innovation, and service excellence.

Required

• High School Diploma or equivalent

• Minimum of:

• 2 years of leadership, team lead, or call center experience

• 3 years of banking or financial services experience

• 3 years of customer service experience

• Strong communication skills (written and verbal)

• Proficiency in Microsoft Office and general computer skills

• Ability to prioritize, multitask, and manage time effectively

Preferred

• Bachelor's degree in Business, Finance, or a related field

Key Competencies

• Strong leadership and decision-making abilities
• Excellent problem-solving and analytical skills
• Positive attitude and customer-first mindset
• Ability to work independently and in a team environment

Working Conditions & Physical Requirements

• Primarily a desk-based role in an indoor office environment
• Regular use of office equipment (computer, phone, printer, etc.)
• Ability to communicate clearly and effectively across various audiences
• May occasionally lift up to 50 pounds and reach or move items
• Standard schedule: Monday-Friday, 40 hours per week
• Occasional extended hours or travel to other locations may be required