Team Lead, Customer Service

Join Zenni’s award-winning Customer Service team! As a Customer Support Team Lead, you will play a critical role in representing our customer‑obsessed culture. Supporting our global customers 24/7/365, you will lead, coach, and inspire a team of Service Advocates across multiple channels, including voice, chat, email, SMS, and social media, ensuring consistent, high‑quality white‑glove service.

Responsibilities

• Lead & Manage: Oversee a team of 12 or more Customer Service Advocates, driving daily productivity, engagement, and alignment with company values.
• Coach & Mentor: Utilize data, performance trends, and behavioral patterns to build effective coaching strategies.
• Engage: Lead recurring huddles, team meetings, and weekly 1‑on‑1s to communicate business updates and support career growth.
• Queue Management: Monitor and control team workload, performance metrics, and multi‑channel volumes to meet service and quality expectation...