Customer Service Team Lead

Overview

We are hiring a Customer Service Representative (CSR) Team Lead to support a fast‑paced, high‑volume online textbook bookstore serving high schools nationwide. This role will balance hands‑on customer support with leadership responsibilities, overseeing a team of 10 CSRs.

The ideal candidate is a strong communicator, detail‑oriented, and experienced in both customer service and team leadership. You’ll play a key role in ensuring excellent customer experience while driving team performance and efficiency.

• Lead and support a team of 10 CSRs, providing guidance, coaching, and day‑to‑day oversight
• Respond to customer inquiries via phone, email, and instant messaging
• Handle escalations and resolve complex customer issues with professionalism and empathy
• Process orders, perform data entry, and ensure accuracy in order management systems
• Communicate with schools, clients, and customers regarding products, orders, and service issues
• Manage a high‑volume inbox (majority of the day focused on email communication)
• Conduct research to resolve customer concerns efficiently
• Maintain detailed records of customer interactions and transactions
• Support team performance by ensuring adherence to processes and quality standards
• Assist with additional administrative or operational duties as needed

• ~30% phone support (inbound/outbound calls)
• ~70% email communication, order processing, and research

• 3+ years of customer service experience (call center or high‐volume environment preferred)
• 1+ year of experience in a team lead or supervisory role
• Strong written and verbal communication skills
• Proficiency with computers and data entry
• Experience with Microsoft Office (Outlook, Word, Excel) and Google Workspace (Gmail, Google Drive)
• High attention to detail and strong organizational skills
• Ability to multitask and work in a fast‑paced environment
• Strong problem‑solving skills and a customer‑first mindset

• Experience in e‑commerce, retail, or education‑related environments
• Familiarity with order management or CRM systems

• Customer Service
• Communication (Email & Phone)
• Computer/Data Entry
• Microsoft Office & Outlook

• A proactive leader who can balance individual contribution with team oversight
• Someone who is empathetic, solution‑oriented, and adaptable
• A quick learner who thrives in a high‑volume, customer‑focused environment

Contract position based out of Mesa, AZ. Fully onsite.

Pay range: $22.00/hr.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.