Customer Support Team Lead

Build the Future with Us — EquipmentShare is Hiring a Customer Support Team Lead

At EquipmentShare, we’re not just filling a role — we’re assembling the best team on the planet to build something that’s never been built before. We’re on a mission to transform an industry that’s been stuck in the past by empowering contractors and communities through innovative technology, real-time support, and a team that truly cares.

We’re hiring a Customer Support Team Lead for our Corporate HQ in Columbia, MO and we’re looking for someone who’s ready to grow with us, bring energy and drive to their work, and help us build the future of construction. The primary responsibility of the Customer Support Team Lead is to consistently provide exceptional service and support to EquipmentShare’s internal and external customers in a multi-channel environment. Establish and maintain excellent working relationships with rental markets and help facilitate support requests throughout EquipmentShare. As a primary customer-facing role, the ability to provide professional, exceptional, timely, and accurate service to internal and external customers is critical to the success of this position. As a team lead, you will become an expert resource for team members and assist leadership to ensure smooth team operations and effective collaboration.

Primary Responsibilities

• Perform job duties in accordance with EquipmentShare’s vision, mission, and values.
• Assist the Customer Support Supervisor in ongoing coaching and development of Customer Support Specialists in all areas of performance.
• Review and evaluate customer support interactions, such as calls, emails, chats, or tickets, to assess service quality.
• Provide guidance, coaching, and support to team members, ensuring they have the necessary resources and direction to perform their tasks effectively
• Attend scheduled meetings and gather information from meetings to share with the team if applicable.
• In the absence of the Supervisor, hold team meetings as scheduled, including developing the necessary agenda for team meetings.
• In the absence of the Supervisor, complete monthly team one-on-ones, discussing the employees’ performance and addressing any areas of concern.
• Continuously seek ways to improve the quality assurance process and team performance.
• Assist in training of new team members as needed.
• Provides workflow/process guidance and participates in the continued development of department training programs and helps develop policy and procedural documents.
• Provide excellent customer service for EquipmentShare customers with clear answers to inquiries and appropriate referrals as needed.
• Respond to customer inquiries via telephone, chat, and email in an accurate, timely and professional manner, and within established quality and service standards.
• Gather information from customers to complete service requests through the Service Request Website.
• Complete Customer Call-Off requests through ES Admin on behalf of customers
• Gather new customer information and utilizing ES Max, complete new customer rental request or connect new customers with Territory Account Managers (TAM) in immediate situations
• Assist existing customers with rental requests by contacting their Territory Account Manager (TAM) or nearest branch.
• Provide customers with answers regarding inventory and pricing utilizing the ES Website and ES Admin
• Process Payments for customers via credit card or ACH.
• Provide customer invoice and statement copies at their request
• Gather information related to customer invoice disputes or credits and ensure the information is sent to the appropriate team.
• Provide customers with information on the credit application, including where to find the application online or sending an application directly to the customer via email.
• Provide information related to HR Inquiries and contact HR on customer’s behalf when necessary
• Answer job-related inquiries from potential applicants, including providing application instructions.
• Ensure customer interactions are documented accurately and promptly for reference in ES Admin.
• Coordinate with internal teams, when necessary, to ensure customer needs are handled appropriately.
• Show empathy towards customers, understanding their concerns, and reassuring them while assisting.
• Complete Voice of Customer (VOC) reports to capture customer concerns.
• Establish and maintain professional working relationships with internal and external customers and co-workers.
• Manage time effectively to ensure productivity levels and turnaround times are within established service standards.
• Establish and maintain advanced knowledge of EquipmentShare products, service offerings, processes and core systems, and respond to customer and co-worker inquiries effectively and efficiently.
• Perform administrative functions within core systems across all customer platforms (phone, email, and Intercom), including but not limited to:
• Setting up new users and profiles in ES Admin, including sending T3 Customer password re-sets
• Troubleshoot issues related to Rental Agreements and Terms and Conditions, including correcting email addresses and re-sending documents.
• Entering Custom Customer Rates in ES Admin.
• Assigning Ghost Trackers to Assets as requested by the Project Telematics Team.
• Utilize appropriate resources to ensure work is completed accurately, efficiently and within established service standards.
• Comply with EquipmentShare’s departmental and corporate policies and procedures as well as mandated state and federal laws and requirements at all times.
• Enhance construction industry and functional job knowledge through actively participating in learning and growth opportunities.
• Work collaboratively with co-workers to achieve departmental and company goals and standards.
• Perform other duties and responsibilities as assigned.
  

Why EquipmentShare?

Because we do things differently — and we think you’ll feel it from day one. We’re a people-first company powered by cutting-edge technology. That means our proprietary T3 platform doesn’t just run our business — it also makes your job easier, safer, and more connected. Whether you’re behind the wheel, under the hood, leading a branch, or closing deals — tech supports you, and you drive us forward.

We’re a team of problem-solvers, go-getters, and builders. And we’re looking for teammates who take pride in doing meaningful work and want to be part of building something special.

Perks & Benefits

• Competitive compensation
• Full medical, dental, and vision coverage for full-time employees
• Generous PTO paid holidays
• 401(k) company match
• Gym membership stipend wellness programs (earn PTO and prizes!)
• 16 hours of paid volunteer time per year — give back to the community you call home
• Career advancement, leadership training, and professional development opportunities
  
  

About You

You want to be part of a team that’s not just changing an industry for the sake of change — we’re transforming it to make it safer, more secure, and more productive. You bring grit, heart, and humility to your work, and you’re excited about the opportunity to grow within a fast-paced, mission-driven environment.

We’re Looking For People Who

• See challenges as opportunities
• Embrace change and continuous improvement
• Bring energy, effort, and optimism every day
  
  

Skills & Qualifications

• A passion for helping others and a willingness to go the extra mile in providing nothing less than exceptional customer service and a positive customer experience.
• Strong organizational skills with attention to detail and accuracy.
• Ability to work in a fast-paced environment.
• Ability to multi-task and maneuver through various programs and applications while providing timely and superior service to customers.
• Excellent verbal and written communication skills.
• Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive
• Ability to acquire new skills in a proficient manner.
• Accept responsibility for actions when necessary and learn from mistakes.
• Ability to be flexible - adapt to change in a positive manner.
• Ability to work quickly and think logically, especially under pressure.
• Ability to reason with difficult and/or upset customers in a courteous and professional manner.
• Self-starter and highly motivated with a strong, positive work ethic that contributes to the vision of the department and company as a whole.
• Must possess a professional yet enthusiastic and friendly demeanor.
• Excellent phone handling, negotiating, and active listening skills.
  
  

Education And Experience

• High school diploma required, College degree in business desired.
• At least three years of experience in a customer service role, preferably in a contact center or multi-channel communication environment.
• Extensive knowledge of EquipmentShare’s departments, processes and tasks in order to be able to successfully funnel out requests or troubleshoot customer issues.
  
  

Language Proficiency

• Ability to read and comprehend basic/complex communication in written or verbal sources.
• Ability to communicate effectively in English and in written or verbal form, using correct grammar, punctuation, spelling, and sentence structure.
  
  

Physical Requirements

• Must be able to sit at a desk while working on a computer for long periods of time.
• Miust be able to speak on the telephone for long periods of time.
• Must be able to bend, reach and stand at times
• Must be able to at time lift up to 10 pounds
  
  

A Workplace For All

At EquipmentShare, we believe the best solutions come from a team that reflects the world around us. Our initiative — A Workplace For All — is rooted in the belief that we must work together to solve some of the toughest problems in construction. That means attracting, developing, and retaining great people from all walks of life.

We value different backgrounds, talents, and perspectives. We want you to feel like you belong here — because you do.

EquipmentShare is an EOE M/F/D/V.