What are the responsibilities and job description for the Customer Support Team Lead position at MERCHANTS & MARINE BANK?
Customer Support Team Lead
Community of Resources (A Division of Merchants & Marine Bank)
Location: Pascagoula, MS | Full-Time
Community of Resources, a division of Merchants & Marine Bank, is seeking a motivated and experienced Customer Support Team Lead to guide and support our Customer Support team. This role is ideal for a service-driven leader who thrives in a fast-paced call center environment and is passionate about delivering an exceptional customer experience.
The Customer Support Team Lead plays a key role in coaching team members, ensuring quality service delivery, and supporting daily operations while maintaining compliance with company policies and regulatory standards.
Key Responsibilities
Leadership & Team Support
- Provide leadership, coaching, and mentorship to Customer Support Specialists.
- Support a culture of accountability, professionalism, and continuous improvement.
- Partner with the Customer Support Manager to complete performance evaluations and provide regular feedback.
- Develop and maintain onboarding and training programs for new team members.
Customer Experience & Operations
- Ensure a high level of customer service is consistently delivered in a fast-paced call center environment.
- Monitor inbound call queues and assist by handling calls during peak times or staffing gaps.
- Maintain effective, clear communication with internal teams and external customers.
- Escalate or route inquiries appropriately when outside scope of responsibility.
Quality Assurance & Reporting
- Monitor and review calls to ensure adherence to quality standards and service expectations.
- Conduct call evaluations and ensure quality assurance metrics are met or exceeded.
- Provide regular reporting and updates to management on team performance and operational metrics.
Process Improvement & Support
- Assist in developing, testing, and implementing departmental procedures.
- Stay current on all products, services, and operational updates.
- Support team members with various systems and software platforms.
- Contribute to achieving organizational goals and strategic initiatives.
Why Join Us?
At Community of Resources, we are committed to fostering a supportive work environment where employees can grow, lead, and make a meaningful impact. Join a team that values collaboration, innovation, and service excellence.
Qualifications:Required
- High School Diploma or equivalent
- Minimum of:
- 2 years of leadership, team lead, or call center experience
- 3 years of banking or financial services experience
- 3 years of customer service experience
- Strong communication skills (written and verbal)
- Proficiency in Microsoft Office and general computer skills
- Ability to prioritize, multitask, and manage time effectively
Preferred
- Bachelor’s degree in Business, Finance, or a related field
Key Competencies
- Strong leadership and decision-making abilities
- Excellent problem-solving and analytical skills
- Positive attitude and customer-first mindset
- Ability to work independently and in a team environment
Working Conditions & Physical Requirements
- Primarily a desk-based role in an indoor office environment
- Regular use of office equipment (computer, phone, printer, etc.)
- Ability to communicate clearly and effectively across various audiences
- May occasionally lift up to 50 pounds and reach or move items
- Standard schedule: Monday–Friday, 40 hours per week
- Occasional extended hours or travel to other locations may be required