Team Lead, Customer Solutions; Institutions

Team Lead, Customer Solutions (Institutions) The Job at a Glance

The Customer Solutions Team Lead is responsible for leading and developing our team of Customer Solutions Specialists (A.K.A. Parts Experts), ensuring operational efficiency, high customer satisfaction, and consistent performance. This role requires strong leadership, effective communication, and a proactive approach to team development!

• Monitor team metrics
• Provide continuous support and ongoing training to our internal team members
• Delegate tasks and support our Parts Experts in daily operations, system navigation, and escalations
• Handle escalated customer calls and ensure timely responses to Webex messages
• Guide our team through the customer experience by effectively collaborating with customers, manufacturers, and internal departments regarding the customer’s needs and finding solutions that create satisfaction for the customer and the company
• Maintain accurate customer information in Salesforce and follow up/follow through with open cases
• Handle incoming customer calls as needed in the queue
• Collaborate with leadership on performance reviews, PIPs, and time‑off approvals
• Manage reports and various tasks/projects assigned by leadership

• You have 2+ years of experience in a customer facing role (preferably over the phone)
• You exhibit stellar organizational skills and can multitask without sacrificing accuracy
• You are proficient in Microsoft Office, Salesforce, SAP, and High Jump
• You get excited about teaching and guiding team members throughout the Parts Town Elite experience while maintaining a friendly and helpful demeanor (no zombies, please!)
• You have an outgoing, positive, team‑spirited, one‑for‑all personality
• You have a quality, high speed internet connection at home
• You’re an all‑star communicator and are proficient in English (both written and verbal)
• You can work a schedule of M‑F 8:00 AM - 5:00 PM (EST) or 9:00 AM – 6:00 PM (EST) with flexibility to adjust to different hours as needed.

• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On-demand pay options:
  Access your pay as you earn it, to cover unexpected or even everyday expenses
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away – don’t worry, we’ve got you covered.

The salary range for this role is $4 9,524 - $ 66,835 annually ($23. 81 – $ 32.13 hourly) which is based on including but not limited to qualifications, experience, and geographical location. Parts Town is a pay for performance-company. In addition to base pay, some roles offer a profit‑sharing program, and an annual bonus depending on the role. Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with match, employee assistance programs, paid time off, paid sick time off, paid holidays, paid parental leave, and professional development opportunities.

Parts Town welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.