What are the responsibilities and job description for the Customer Service Team Lead position at WOW Recruitment?
About the Company
Our client is a global leader in high-end, technical outdoor heating and architectural solutions.
About the Role
We are seeking a hands-on Customer Service & Technical Support Team Lead to drive excellence within their Irvine-based support function. This isn't just a desk-based management role; it’s a position for a tactical leader who understands the "nuts and bolts" of technical hardware and knows how to translate that into a world-class customer experience. If you have a background in product-based tech support and a passion for leading people, this is your next career step.
Responsibilities
- Lead & Mentor: Oversee a dedicated team of technical support specialists, focusing on improving response times and fostering a high-performance, supportive culture.
- Technical Escalations: Act as the final point of call for complex technical inquiries regarding premium gas and electric systems.
- Process Optimisation: Refine and document after-sales support processes (RMAs, warranty claims, and returns) to ensure seamless service levels.
- Cross-Functional Collaboration: Partner with the Supply Chain and Sales teams to resolve order discrepancies and provide feedback on recurring product issues.
- Data-Driven Performance: Use KPIs and customer feedback to "redefine what good looks like" for the department’s daily operations.
Qualifications
- Proven Leader: You have experience as a Team Lead or Supervisor within a technical customer service or support environment.
- Product Savvy: You have a background in physical products or supply chain-based support (experience with HVAC, appliances, or hardware is highly regarded).
- Problem Solver: You are a "tactical" thinker who can jump into the details to solve a customer crisis while keeping the big-picture strategy in mind.
- Systems Expert: You are proficient with modern CRM and ERP systems (Salesforce, SAP, or similar) and comfortable using data to drive decisions.
- Exceptional Communicator: You can explain complex technical concepts to both internal stakeholders and non-technical customers with ease.
Pay range and compensation package
Competitive Salary Benefits Professional Development
Equal Opportunity Statement
Our client is an equal opportunity employer. All applicants must have the right to work in the United States.
Apply Today
Ready to lead a team that sets the industry standard for technical support? Submit your application today for a confidential discussion!
Salary : $95