What are the responsibilities and job description for the Customer Advocate and Solutions Team Lead position at Leading Edge Connections?
Customer Advocate and Solutions Team Lead
Location: Buffalo, NY (On-sight only)
Position Summary
The Team Lead is responsible for coaching, developing, and supporting a team of Fan Service
Customer Advocate and Solutions Managers while ensuring an exceptional customer
experience. This role combines people leadership with operational excellence, using data,
coaching, and continuous improvement to drive quality, productivity, and fan satisfaction. The ideal candidate is a servant leader who thrives in fast-paced environments, enjoys solving complex customer issues, and can motivate teams through change.
Responsibilities
-Lead, coach, and develop a team of Fan Service Customer Advocate and Solutions Managers
-Conduct regular coaching sessions and performance reviews
-Monitor quality and provide actionable feedback
-Handle escalated customer cases
-Drive KPI performance (SLA, Productivity, Schedule Adherence, First Contact
Resolution)
-Identify process improvements and training opportunities
-Support workforce planning and scheduling
-Foster an engaging, collaborative team culture
Required Qualifications
-3–5 years in customer service or customer experience
-1–2 years of people leadership or supervisory experience
-Experience coaching employees using metrics
-Excellent written and verbal communication
-Strong problem-solving and decision-making skills
-Ability to prioritize multiple competing demands
-Proficiency with CRM or customer support platforms
-Equivalent of a bachelor's degree through education and/or relevant work experience
Preferred Qualifications
-E-commerce or retail customer support experience
-Experience supporting omnichannel customer service
-Experience with Zendesk, Salesforce, Gladly, Kustomer, or similar
-Knowledge of order management systems
-Music, entertainment, or fan engagement experience
Core Competencies
-Coaching
-Emotional intelligence
-Accountability
-Data-driven decision-making
-Change management
-Conflict resolution
-Continuous improvement
-Customer advocacy
Pay: $20.00 - $22.00 per hour
Expected hours: 40.0 per week
Benefits:
- Health insurance
Ability to Commute:
- Buffalo, NY 14228 (Required)
Work Location: In person
Salary : $20 - $22