Lead Customer Service, Seasonal

Lead and develop a team of seasonal Tier 1 and Tier 2 agents, including daily oversight, engagement, and accountability Provide coaching through 1:1s, real-time feedback, and team huddles to improve performance and drive results Monitor and manage performance metrics (AHT, Quality, SAT/CSAT, adherence) and implement targeted improvement plans Interview, hire, onboard, and train seasonal agents Oversee daily operations including attendance, scheduling, and queue support to ensure service levels are met Troubleshoot technical, process, and system-related issues impacting agents or workflow Provide escalation support and limited direct client chat support as needed Maintain documentation of coaching, performance trends, and operational insights to inform decision-making

Lead and develop a team of seasonal Tier 1 and Tier 2 agents, including daily oversight, engagement, and accountability

Provide coaching through 1:1s, real-time feedback, and team huddles to improve performance and drive results

Monitor and manage performance metrics (AHT, Quality, SAT/CSAT, adherence) and implement targeted improvement plans

Interview, hire, onboard, and train seasonal agents

Oversee daily operations including attendance, scheduling, and queue support to ensure service levels are met

Troubleshoot technical, process, and system-related issues impacting agents or workflow

Provide escalation support and limited direct client chat support as needed

Maintain documentation of coaching, performance trends, and operational insights to inform decision-making

Prior experience in a client-facing or operations role

Demonstrated ability to coach, support, or mentor others

Strong communication and interpersonal skills

Ability to work in a fast-paced, metrics-driven environment