Team Lead, Customer Service

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If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, Lens Crafters, and Target Optical, and leading e-commerce platforms.

With a unique global network of commercial subsidiaries and independent distributors across major markets, our customers are offered a strong portfolio of the most popular lens, frames, instruments and equipment brands that can serve every sector of the market. The Professional Solutions team works with our customers one-on-one, developing professional relationships based on trust and care.

The Team Lead is responsible for managing the complex customer service issues, supporting escalations and contributing to process improvements. This position requires advanced product knowledge, leadership capabilities and a strong commitment to delivering exceptional customer experiences.

• Respond promptly and professionally to customer inquiries across supported communication channels, maintaining a high standard of service.
• Anticipate customer needs and provide effective solutions that support satisfaction, retention, and the overall customer experience.
• Provide day-to-day functional leadership and real-time guidance to Customer Service team on processes, systems, order handling, customer situations, and operational workflows.
• Serve as the first point of support for agent questions and customer escalations, helping remove barriers and determine appropriate next steps while escalating when necessary.
• Collaborate with Sales, Operations, Logistics, Technical Support, Labs, and other cross-functional partners to resolve customer issues and support business needs.
• Maintain accurate documentation of customer interactions, escalations, resolutions, and follow-up activities within the designated CRM/case management platform.
• Support team performance to achieve key performance indicators (KPIs), including productivity, quality, and customer experience standards.
• Maintain strong knowledge of products, services, lab flow, systems, policies, and Standard Operating Procedures (SOPs) to support customers and agents effectively.
• Identify recurring customer, system, product, and process issues and elevate trends and opportunities for continuous improvement.
• Support onboarding and ongoing development by reinforcing procedures, sharing best practices, answering questions, and communicating process or operational updates.
• Lead by example by demonstrating accountability, collaboration, professionalism, customer focus, and a solution-oriented approach.

• High school diploma or equivalent.
• 5-7 years of customer service or client relations experience.
• Optical industry experience preferred, but not required
• ABO certification required within first year of employment.
• Ability to handle escalated customer concerns with professionalism and efficiency.
• Proficiency in CRM platforms and Microsoft Office Suite.
• Strong verbal and written communication skills.
• Ability to be proactive, problem solve and apply critical thinking skills.
• Ability to multi‑task and manage time effectively.
• Team player with a customer‑centric mindset.

• Associate’s degree in business administration…