Customer Service Team Lead Jobs
Customer Service Team Lead jobs are open across retail, financial services, healthcare, and telecommunications, at every level from frontline supervisor to senior team lead, with specializations in call center operations, escalation management, and workforce scheduling. Find a role that fits below and apply directly.
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Position Overview
Jacksonville, FL | Onsite
Brightway Insurance is seeking a Customer Service Team Lead to lead and develop a team of customer service professionals within our Engagement Center. This individual will play an integral role in delivering exceptional service experiences while ensuring the team operates efficiently and consistently meets business objectives.
The ideal candidate is a people-focused leader with a strong customer service background, excellent communication skills, and the ability to motivate a team in a fast-paced, high-volume environment. This role oversees inbound and outbound customer interactions, supports complex service resolutions, and identifies opportunities to improve processes, workflows, and overall customer satisfaction.
As a key representative of Brightway leadership, the Customer Service Team Lead will partner with employees, company leadership, and franchise owners to foster a positive team environment and deliver an exceptional experience across the organization.
Key Responsibilities
Lead, coach, and develop a team of insurance professionals responsible for handling inbound and outbound customer, agent, and carrier inquiries through phone and email.
Promote a customer-first culture by ensuring timely, accurate, and high-quality service delivery across all interactions.
Monitor team performance, establish expectations, and provide ongoing feedback, coaching, and development opportunities to drive individual and departmental success.
Oversee daily workflow, assign responsibilities, and ensure timely follow-up and resolution of customer concerns, escalations, and complex service issues.
Identify and implement opportunities to improve processes, systems, and workflows to enhance operational efficiency and the overall customer experience.
Serve as a resource and mentor to team members, sharing knowledge and providing guidance on complex insurance-related matters and Brightway processes.
Collaborate with company leadership, franchise owners, and other departments to address challenges, resolve issues, and maintain strong working relationships.
Monitor quality standards and ensure team activities, documentation, and follow-up are completed accurately and consistently.
Maintain current departmental procedures, documentation, and training resources.
Communicate team performance, departmental activity, and business outcomes to leadership.
Support the administration of company policies and procedures, including performance evaluations and employee development initiatives.
Qualifications & Experience
4–6 years of experience in customer service or a related field.
2+ years of experience leading or managing a team.
Call center or high-volume customer service experience preferred
Active 20-44 or 2-20 insurance license required.
Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
Bilingual proficiency preferred.
Skills & Competencies
Demonstrated ability to lead, motivate, and develop employees while driving strong business results.
Exceptional customer service mindset with a passion for creating positive customer experiences.
Strong verbal and written communication skills, including the ability to communicate complex information clearly and effectively.
Excellent problem-solving and decision-making abilities, with the confidence to navigate escalated and complex situations.
Ability to analyze information, identify trends, evaluate alternatives, and recommend effective solutions.
Strong organizational and time management skills, with the ability to prioritize competing responsibilities in a fast-paced environment.
Adaptability and willingness to embrace new processes, systems, and organizational initiatives.
Ability to build strong relationships and collaborate effectively across all levels of the organization.
Position Overview
Jacksonville, FL | Onsite
Brightway Insurance is seeking a Customer Service Team Lead to lead and develop a team of customer service professionals within our Engagement Center. This individual will play an integral role in delivering exceptional service experiences while ensuring the team operates efficiently and consistently meets business objectives.
The ideal candidate is a people-focused leader with a strong customer service background, excellent communication skills, and the ability to motivate a team in a fast-paced, high-volume environment. This role oversees inbound and outbound customer interactions, supports complex service resolutions, and identifies opportunities to improve processes, workflows, and overall customer satisfaction.
As a key representative of Brightway leadership, the Customer Service Team Lead will partner with employees, company leadership, and franchise owners to foster a positive team environment and deliver an exceptional experience across the organization.
Key Responsibilities
Lead, coach, and develop a team of insurance professionals responsible for handling inbound and outbound customer, agent, and carrier inquiries through phone and email.
Promote a customer-first culture by ensuring timely, accurate, and high-quality service delivery across all interactions.
Monitor team performance, establish expectations, and provide ongoing feedback, coaching, and development opportunities to drive individual and departmental success.
Oversee daily workflow, assign responsibilities, and ensure timely follow-up and resolution of customer concerns, escalations, and complex service issues.
Identify and implement opportunities to improve processes, systems, and workflows to enhance operational efficiency and the overall customer experience.
Serve as a resource and mentor to team members, sharing knowledge and providing guidance on complex insurance-related matters and Brightway processes.
Collaborate with company leadership, franchise owners, and other departments to address challenges, resolve issues, and maintain strong working relationships.
Monitor quality standards and ensure team activities, documentation, and follow-up are completed accurately and consistently.
Maintain current departmental procedures, documentation, and training resources.
Communicate team performance, departmental activity, and business outcomes to leadership.
Support the administration of company policies and procedures, including performance evaluations and employee development initiatives.
Qualifications & Experience
4–6 years of experience in customer service or a related field.
2+ years of experience leading or managing a team.
Call center or high-volume customer service experience preferred
Active 20-44 or 2-20 insurance license required.
Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
Bilingual proficiency preferred.
Skills & Competencies
Demonstrated ability to lead, motivate, and develop employees while driving strong business results.
Exceptional customer service mindset with a passion for creating positive customer experiences.
Strong verbal and written communication skills, including the ability to communicate complex information clearly and effectively.
Excellent problem-solving and decision-making abilities, with the confidence to navigate escalated and complex situations.
Ability to analyze information, identify trends, evaluate alternatives, and recommend effective solutions.
Strong organizational and time management skills, with the ability to prioritize competing responsibilities in a fast-paced environment.
Adaptability and willingness to embrace new processes, systems, and organizational initiatives.
Ability to build strong relationships and collaborate effectively across all levels of the organization.
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Find JobsCustomer Service Team Lead Job Market
Who's Hiring
- Bass Pro Shops11
- Bashas' Supermarkets4
- R1 RCM3
- Price Chopper Supermarkets3
- Cabela's2
Top Industries Hiring
- Technology & Software
- Distribution & Wholesale
What Employers Look For
The qualifications that appear most often in customer service team lead jobs.
- 2-5 years of customer service experience with at least 1 year in a supervisory or lead role
- Proven ability to coach, mentor, and performance-manage frontline agents
- Experience with CRM platforms and workforce management software
- Strong knowledge of customer satisfaction metrics such as CSAT, NPS, and first-call resolution
- High school diploma or equivalent required, associate or bachelor's degree often preferred
- Familiarity with scheduling tools, quality assurance processes, and escalation handling
Tips for Your Customer Service Team Lead Job Search
Quantify your team management results
Hiring managers for team lead roles want numbers: how many agents you supervised, how your team's first-call resolution or customer satisfaction scores shifted under your leadership. Pull those figures from performance reviews before you write a single bullet.
Tailor your resume to the channel
Voice, chat, email, and social support require different skills. If you're applying to a chat-focused role, lead with messaging queue metrics and typing speed. If it's a phone-heavy team, front your average handle time and call quality coaching experience.
Target postings that name your tools
Many customer service team lead postings list the specific CRM or workforce management software the team uses. If you've worked in those tools, mirror the exact product names in your resume so the applicant tracking system flags the match.
Apply early to roles that fit
Migrate Mate lists customer service team lead openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Prepare a coaching scenario for interviews
Most customer service team lead interviews include a situational question about handling an underperforming agent. Walk through a real example using the situation, what you coached, and the outcome. Vague answers about 'motivating the team' won't land the same way.
Negotiate scope, not just base pay
When you receive an offer, ask about team size, your authority to make scheduling decisions, and whether you'll have input on hiring. These details define the actual weight of the role and directly affect your day-to-day, not just your compensation.
Customer Service Team Lead Jobs: Frequently Asked Questions
Which companies are hiring the most customer service team leads?
The most active employers for customer service team leads right now are Bass Pro Shops, Bashas' Supermarkets, and R1 RCM, and the most openings are in Arizona, Florida, and New York, based on current listings on Migrate Mate as of November 2026. Volume tends to be highest at large retail, insurance, and financial services companies running dedicated support teams.
How many customer service team lead jobs are remote?
About 45% of customer service team lead openings are fully remote or hybrid as of November 2026, with availability varying significantly by industry. Chat and email support teams are the most likely to be fully remote, while voice-heavy call center operations and in-person retail support desks typically require on-site presence.
How do you become a customer service team lead?
Start by building a strong record as a frontline agent, focusing on consistent quality scores and low escalation rates. Volunteer to train new hires or cover for your supervisor when they're out. When you apply for a lead role, emphasize specific coaching moments and any process improvements you initiated, not just tenure.
Can I get a customer service team lead job with no prior leadership experience?
Yes, some employers hire from within or promote high performers who haven't held a formal lead title. If you lack the official experience, highlight informal leadership: onboarding new agents, running team huddles, or handling escalations independently. Smaller companies and startups are more likely to take a chance on a first-time lead than large enterprise employers.
What does the customer service team lead interview process look like?
Most processes run two to three rounds. The first is typically a phone screen covering your background and basic leadership philosophy. A second interview with a hiring manager or operations director will usually include situational questions about performance management and conflict resolution. Some employers add a final round with a senior leader or a short take-home scenario.
Where can I find and apply to customer service team lead jobs?
You can find and apply to customer service team lead jobs on Migrate Mate, which lists current openings from across the United States. Find roles that match your experience and apply directly to each listing from the page.
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