Customer Relations Team- Process Lead

Jobgether

5d

About The Position

This role provides an opportunity to lead and develop a high-performing customer relations team in a dynamic, fast-paced environment. The Customer Relations Team- Process Lead will ensure agents have the knowledge, skills, and processes necessary to deliver exceptional service across multiple customer segments, including consumer, commercial transactional, and contractual accounts. This position emphasizes coaching, mentoring, and empowering team members while driving process improvements and maintaining high compliance standards. You will analyze performance metrics, identify gaps, and implement solutions to optimize efficiency and customer satisfaction. Collaboration with trainers, quality assurance, and cross-functional teams is essential, along with direct engagement in complex escalations and real-time coaching. The role balances hands-on support with leadership responsibilities, offering meaningful impact on team performance and customer outcomes.

Requirements

• High school diploma or equivalent; 3-5 years of experience in customer service, escalation management, or related roles preferred
• Strong communication skills, both written and verbal, with experience in customer-facing environments
• Deep knowledge of end-to-end customer processes and experience with case management and obligation systems
• Proficiency with a wide range of internal tools and software, including Excel, SharePoint, PowerPoint, Outlook, and CRM platforms
• Ability to mentor, train, and motivate team members while providing constructive feedback
• Exceptional problem-solving, organizational, and time management skills
• Comfortable handling complex escalations and making independent decisions in a fast-paced environment
• Familiarity with remote phone-based support and technology-driven workflows

Responsibilities

• Lead and coach agents to ensure mastery of processes and tools required for their roles
• Provide daily quality assurance feedback, scorecard analysis, and performance insights to improve team effectiveness
• Identify process gaps, deliver targeted training, and mentor agents to enhance service delivery
• Collaborate with QA, training, and cross-functional teams to reduce knowledge gaps and optimize workflow
• Handle escalated cases and supervisor calls, offering real-time guidance and red-flag alerts
• Oversee compliance with operating procedures, call routing, and case management processes
• Contribute to process documentation, continuous improvement initiatives, and project work for operational excellence

Benefits

• Competitive base salary with potential for performance-based bonus
• Comprehensive health, dental, and vision insurance
• Short-term and long-term disability coverage
• Employee assistance programs and flexible spending accounts
• Generous paid time off, including holidays, vacation, sick leave, and parental leave
• Opportunities for professional development and career growth
• Inclusive, collaborative, and supportive workplace culture

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED