Customer Service Team Lead, Bristol, PA (Hybrid), $55,000–$60,000 + 5% Bonus – DIRECT HIRE

Join a historic, top-tier manufacturer known for its quality craftsmanship, collaborative culture, and strong leadership team.

Customer Service Team Lead – Responsibilities

Support and help guide a team of up to 10 customer service representatives across phone, email, chat, and SMS channels.
Assist with the implementation and training of the Gorgias customer service platform.
Serve as the right hand to the Senior Manager of Customer Operations, stepping in to support the team when needed.
Collaborate cross-functionally with marketing and other departments on direct-to-consumer initiatives.
Monitor team metrics, analyze performance, and prepare reports to support continuous improvement.
Handle escalated customer concerns and ensure high satisfaction through conflict resolution.
Promote a positive and engaged team environment through coaching and performance support.

Customer Service Team Lead – Requirements

3+ years of customer service experience, with at least 1 year in a team lead or leadership support role.
Strong communication and problem-solving skills with the ability to resolve issues in real-time.
Proficiency in Microsoft Excel and general MS Office tools.
Experience in a retail or consumer goods setting preferred.
Familiarity with Gorgias, Microsoft Dynamics 365 (D365), or 8x8 is a plus.
Bachelor’s degree preferred but not required.

Schedule:

Hybrid schedule – 100% onsite for training, then hybrid with onsite work Tuesday through Thursday and remote work Monday and Friday.

Remote work, Monday to Friday,