Esri

5 months ago

Customer Service Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Lead a high-performing Customer Service team to deliver exceptional experiences, guiding CSRs, optimizing workflows, and partnering with product, sales, and support to enhance customer satisfaction. Focus on coaching, performance management, and continuous improvement to drive service excellence and cross-functional collaboration.

Location: California

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Lead, mentor, and coach CSRs to meet performance goals and uphold service standards; conduct regular feedback sessions, goal setting, and performance reviews.
•Manage daily workflows, ensuring timely resolution of customer inquiries, order requests, and profile issues; monitor team metrics and implement improvement plans.
•Handle complex or escalated customer issues with professionalism and efficiency; serve as the escalation point for critical matters.
•Partner with internal departments (such as product, sales, support) to streamline processes and enhance the customer experience.
•Analyze service metrics, identify trends, and recommend improvements; prepare detailed reports for senior management.

Pay and Benefits

Salary: USD 69,680 - 84,760 annually

Perks:Health InsuranceDentalVision401kPaid LeaveHolidaysLife InsuranceProfit-sharing

Key Requirements

•5+ years of professional experience in a similar position, supporting similar responsibilities
•Demonstrated leadership capabilities with sound judgment and effective decision-making skills
•Highly team-oriented with a strong commitment to achieving shared goals and driving collective success
•A strong focus on customer satisfaction and the ability to foster a customer-centric culture within the team
•Flexibility to adapt work hours to meet business demands, including team coverage, product meetings, testing assignments, and after-hours support
•Bachelor’s degree in business or related field

Experience:5+ yearsCustomer serviceTeam leadership

Education:Bachelor's

Skills:LeadershipCustomer serviceCoachingTeamworkCommunication

Languages:English

Company Brief

Esri

Provides geographic information system (GIS) software, location intelligence, mapping tools, and spatial analytics to governments, businesses, and researchers for visualizing, analyzing, and managing geographic data.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Redlands, United States

Founded: 1969

Glassdoor: 4.1

Website LinkedIn

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Esri

5 months ago

Customer Service Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: California

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Lead, mentor, and coach CSRs to meet performance goals and uphold service standards; conduct regular feedback sessions, goal setting, and performance reviews.
•Manage daily workflows, ensuring timely resolution of customer inquiries, order requests, and profile issues; monitor team metrics and implement improvement plans.
•Handle complex or escalated customer issues with professionalism and efficiency; serve as the escalation point for critical matters.
•Partner with internal departments (such as product, sales, support) to streamline processes and enhance the customer experience.
•Analyze service metrics, identify trends, and recommend improvements; prepare detailed reports for senior management.

Pay and Benefits

Salary: USD 69,680 - 84,760 annually

Perks:Health InsuranceDentalVision401kPaid LeaveHolidaysLife InsuranceProfit-sharing

Key Requirements

•5+ years of professional experience in a similar position, supporting similar responsibilities
•Demonstrated leadership capabilities with sound judgment and effective decision-making skills
•Highly team-oriented with a strong commitment to achieving shared goals and driving collective success
•A strong focus on customer satisfaction and the ability to foster a customer-centric culture within the team
•Flexibility to adapt work hours to meet business demands, including team coverage, product meetings, testing assignments, and after-hours support
•Bachelor’s degree in business or related field

Experience:5+ yearsCustomer serviceTeam leadership

Education:Bachelor's

Skills:LeadershipCustomer serviceCoachingTeamworkCommunication

Languages:English

Company Brief

Esri

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Redlands, United States

Founded: 1969

Glassdoor: 4.1

Website LinkedIn