Customer Service Team Lead (CSR Team Lead)
Bloomington, MN | Full-Time
About the Role
Hero is seeking a Customer Service Team Lead to support daily contact center operations while providing leadership, coaching, and development to a team of Customer Service Representatives.
This is a working lead position, with responsibilities split approximately 25% hands-on Customer Service work and 75% Team Lead responsibilities. The Team Lead plays a critical role in ensuring the team delivers an exceptional customer experience while fostering a strong, positive, and performance-driven culture.
Key Responsibilities
Customer Service Execution (Approx. 25%)
- Handle customer interactions across phone, email, text, and digital channels with professionalism and efficiency
- Support scheduling, rescheduling, and customer inquiries while maintaining high accuracy
- Step in to assist with complex or escalated customer situations as needed
- Lead by example in delivering a consistently high-quality customer experience
Team Leadership & Daily Operations (Approx. 75%)
- Monitor team workload to ensure tasks are completed accurately and in a timely manner
- Ensure proper documentation and adherence to processes across all customer interactions
- Help manage workflow and support coverage to maintain productivity and service levels across all channels (calls, email, text)
- Act as a primary point of contact for team questions, guidance, and daily support
Coaching, QA & Performance Management
- Conduct regular quality assurance (QA) reviews of calls, written communications, and documentation
- Provide ongoing coaching, real-time feedback, and performance guidance to team members
- Reinforce expectations around customer experience, productivity, and accuracy
- Identify performance gaps and partner with leadership on development plans
Training & Development
- Assist in onboarding and training new Customer Service Representatives
- Lead or support team huddles, trainings, and communication of process updates
- Reinforce best practices and ensure consistency across the team
- Support the continuous development of team skills and capabilities
Culture & Team Engagement
- Foster a strong, positive, and accountable team culture focused on performance, customer experience, and collaboration
- Lead by example in professionalism, work ethic, and attitude
- Encourage open communication, teamwork, and mutual support
- Recognize and celebrate team and individual accomplishments
- Help create an environment where team members feel supported, motivated, and engaged
Qualifications
- Strong communication, coaching, and interpersonal skills
- High attention to detail and commitment to process adherence
- Strong technological proficiency and ability to navigate multiple systems effectively
- Demonstrated ability to learn and adapt quickly to new systems, tools, and workflows
- Ability to multitask and balance individual responsibilities with team leadership duties
- Strong organizational skills and ability to prioritize in a fast-paced environment
- High personal accountability and professional integrity
What Success Looks Like
- Team consistently meets quality, productivity, and documentation standards
- Strong and improving customer experience across all channels (including calls)
- Timely completion of team tasks and efficient workflow management
- Measurable improvement in individual CSR performance through coaching
- High team engagement and a consistently positive, accountable culture
Compensation & Incentives
- Competitive base compensation based on experience
- Performance-based incentives tied to team results, including quality, productivity, and customer experience metrics
- Opportunity to directly impact earnings through team performance and development
Why This Role Matters
The CSR Team Lead is essential to both day-to-day execution and team development. By balancing direct customer interaction with leadership responsibilities—and driving team performance—this role ensures operational success while building a strong, engaged, and high-performing team.
