Call Center Consumer Concierge Services Team Lead
Job in
Vancouver, Clark County, Washington, 98662, USA
Listed on 2026-07-02
Listing for:
Tavo Pets
Full Time, Per diem
position Listed on 2026-07-02
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Customer Success Mgr./ CSM, Call Center / Support
Job Description & How to Apply Below
** CONSUMER CONCIERGE SERVICES TEAM LEAD**(Call Center / Customer Service) Nuna Baby Essentials, Inc.
Location:
Vancouver, WA
Employment Type:
Full-Time | Non Exempt | Onsite
** JOB OVERVIEW
** The Consumer Concierge Services Team Lead supports frontline customer service operations and provides hands on leadership within the call center environment. This role partners closely with the Call Center Manager to ensure service quality, workflow efficiency, and customer satisfaction.
** KEY RESPONSIBILITIES
*** Monitor and manage customer service queues and case volume
* Prioritize escalations and ensure timely resolution
* Support live queues during high volume periods
* Provide real time guidance and support to customer service agents
* Assist with training, coaching, and team development
* Prepare performance reports and meeting materials
* Maintain customer service templates and macros
* Act as the voice of the customer in internal discussions
* Serve as acting supervisor or interim manager when needed
** REQUIRED EXPERIENCE
*** 5–8 years of customer service or call center experience
* Prior team lead or supervisor experience
* Experience handling escalations and supporting live queues
* Strong understanding of call center operations and KPIs
* Excellent leadership, communication, and decision making skills
** PREFERRED QUALIFICATIONS
*** CRM experience (Zendesk, Salesforce, or similar)
* Experience with workforce monitoring and dashboards
* Analytical skills for identifying trends and workflow improvements
* Bachelor’s degree preferred or equivalent experience
* Customer service or leadership certifications a plus
** ADDITIONAL REQUIREMENTS
*** Ability to work extended hours, including occasional nights and weekends
* Up to 10% travel
* Bilingual English/Spanish a plus
* Accurate timekeeping required for non exempt roles
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