Customer Service Team Lead

1 Month ago • 4 Years + • Operations

Job Summary

Job Description

The Customer Service Team Lead oversees daily operations, ensuring high-quality service and customer satisfaction. Responsibilities include managing and training customer service specialists, implementing best practices, analyzing performance metrics, handling complaints, and collaborating with other departments. The role requires strong leadership, a customer-focused mindset, and problem-solving skills. The ideal candidate will have experience in customer service management, preferably in technology or sports, and proficiency in ticketing software (Zendesk), Microsoft Office, and Windows OS. Knowledge of sports technology (golf, baseball) and various tech devices (TVs, projectors, laptops) is beneficial.
Must have:
  • Lead and develop customer service team
  • Ensure high-quality service delivery
  • Handle customer complaints effectively
  • Analyze performance metrics and implement solutions
  • Proficient in Zendesk and Microsoft Office
Good to have:
  • Experience in sports technology
  • Knowledge of networking systems
  • Familiarity with various tech devices

Job Details

Job description

As the Customer Service Team Lead, you will oversee the daily operations of the customer service team, ensuring high-quality service delivery and customer satisfaction. You will be responsible for managing and training customer service specialists, implementing best practices, and continuously improving our support processes. This role requires strong leadership skills, a customer-focused mindset, and the ability to analyze performance metrics.

Key Responsibilities

Customer Service:

  • Lead, motivate, and develop the customer service team, fostering a positive and productive work environment.

  • Monitor team performance and customer interactions to ensure adherence to service standards and quality assurance metrics.

  • Handle tough customers and complaints, provide effective resolutions, transparent overview, and maintain customer satisfaction.

Process Improvements:

  • Occasionally assist inquiries via phone and email, maintaining professionalism and empathy in every interaction.

  • Develop and implement customer service policies, procedures, and best practices to enhance operational efficiency.

  • Analyze customer cases, support metrics, and service trends to identify areas for improvement and implement actionable solutions.

Internal Processes:

  • Collaborate with other departments, such as product support and sales, to address customer needs.

  • Document each interaction thoroughly in the customer support system, ensuring accurate records of issues, resolutions, and follow-up actions.

  • Conduct regular training sessions and workshops to enhance the skills and knowledge of customer service specialists.

  • Prepare and present reports on team performance, customer feedback, and service improvements.

Job requirements

Education & Experience:

  • Proven experience in a customer service management role, preferably in a technology or sports industry.

  • A bachelor's degree in a relevant field such as Administration, Communication, or Management is preferred. Alternatively, candidates with at least four years of experience in a related field will also be considered.

Skills & Competencies:

  • Strong leadership and team management skills, with a track record of developing high-performing teams.

  • Familiarity with sports technology, particularly golf, baseball, or similar fields.

  • Ability to analyze data and metrics to drive performance improvements and operational efficiency.

  • Excellent communication skills, both verbal and written, with a friendly, customer-centric attitude.

Technical Proficiency:

  • Proficiency in ticketing software such as Zendesk.

  • Proficiency with the Windows OS and general knowledge of computer systems; the additional understanding of networking systems is a plus

  • General knowledge of technologies, for example: TVs, Projectors, Monitors, Laptops, and Mobile Devices.

  • Proficiency in Microsoft Office applications and collaboration tools is essential for effective communication, teamwork, and presentation of technical information.

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About The Company

Since 2003, TrackMan has been on the forefront of providing reliable performance data solutions and industry-leading innovation to customers all over the world. Our products are used by professional and amateur athletes in a broad spectrum of sports, ranging from the popular segments of golf, baseball, and tennis, to more unique disciplines like the Olympic Game's hammer throw and shot put. TrackMan’s proprietary, radar-based technology drives the next generation of performance analysis and statistics. Not only does the TrackMan provide a seamless user experience across multiple devices, but TrackMan’s data is also instantly displayed for analysis or entertainment purposes. Being it for gaming or performance purposes, any player now has the possibility to unleash his/her full potential through our technology.


Golf

TrackMan is the choice of the golf industry's top players, coaches, club fitters, and equipment manufacturers. TrackMan is also used by the world's largest broadcast companies from the Golf Channel to BBC, and CNN World. With a more interactive experience for viewers and players, TrackMan improves all levels of play, from the pros to the weekend golfer.


Baseball

We work with the best in baseball, including every MLB team, many of the top Japanese and Korean professional teams, dozens of the best NCAA teams, and all of the leading US amateur baseball organizations. Now, players at all levels can measure, evaluate, and interact like the pros.


Careers

We know that great people make great products. At TrackMan, we believe that diversity in perspective and background are the key to spark innovation. With a focus on the customer’s experience, integrity in our daily work, and collaboration with our team we create an atmosphere that’s fun and exciting to work in. That’s why we try to hire people based on those values, and that's also why our organization represents people from many different continents, making TrackMan a global and diversified company.

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