Lead Customer Service Representative
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Before you apply
Salary$22 – $24/hr
LocationBloomington, MN, US
Work modeon-site
Typefull-time
SeniorityLead
DepartmentCustomer Service & Support
Company size9+ people
PostedOct 13, 2026 · 3w ago
Verified live20h ago
At a glanceSummarised by Seekless from the posting.
Benefits
Health insurance
401(k)
Unlimited PTO
Remote stipend
Stock options
Overview
Customer Service Team Lead (CSR Team Lead)
Bloomington, MN | Full-Time
About the Role
Hero is seeking a Customer Service Team Lead to support daily contact center operations while providing leadership, coaching, and development to a team of Customer Service Representatives.
This is a working lead position, with responsibilities split approximately 25% hands-on Customer Service work and 75% Team Lead responsibilities. The Team Lead plays a critical role in ensuring the team delivers an exceptional customer experience while fostering a strong, positive, and performance-driven culture.
Key Responsibilities
Customer Service Execution (Approx. 25%)
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Handle customer interactions across phone, email, text, and digital channels with professionalism and efficiency
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Support scheduling, rescheduling, and customer inquiries while maintaining high accuracy
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Step in to assist with complex or escalated customer situations as needed
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Lead by example in delivering a consistently high-quality customer experience
Team Leadership & Daily Operations (Approx. 75%)
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Monitor team workload to ensure tasks are completed accurately and in a timely manner
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Ensure proper documentation and adherence to processes across all customer interactions
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Help manage workflow and support coverage to maintain productivity and service levels across all channels (calls, email, text)
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Act as a primary point of contact for team questions, guidance, and daily support
Coaching, QA & Performance Management
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Conduct regular quality assurance (QA) reviews of calls, written communications, and documentation
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Provide ongoing coaching, real-time feedback, and performance guidance to team members
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Reinforce expectations around customer experience, productivity, and accuracy
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Identify performance gaps and partner with leadership on development plans
Training & Development
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Assist in onboarding and training new Customer Service Representatives
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Lead or support team huddles, trainings, and communication of process updates
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Reinforce best practices and ensure consistency across the team
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Support the continuous development of team skills and capabilities
Culture & Team Engagement
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Foster a strong, positive, and accountable team culture focused on performance, customer experience, and collaboration
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Lead by example in professionalism, work ethic, and attitude
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Encourage open communication, teamwork, and mutual support
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Recognize and celebrate team and individual accomplishments
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Help create an environment where team members feel supported, motivated, and engaged
Qualifications
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Strong communication, coaching, and interpersonal skills
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High attention to detail and commitment to process adherence
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Strong technological proficiency and ability to navigate multiple systems effectively
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Demonstrated ability to learn and adapt quickly to new systems, tools, and workflows
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Ability to multitask and balance individual responsibilities with team leadership duties
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Strong organizational skills and ability to prioritize in a fast-paced environment
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High personal accountability and professional integrity
What Success Looks Like
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Team consistently meets quality, productivity, and documentation standards
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Strong and improving customer experience across all channels (including calls)
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Timely completion of team tasks and efficient workflow management
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Measurable improvement in individual CSR performance through coaching
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High team engagement and a consistently positive, accountable culture
Compensation & Incentives
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Competitive base compensation based on experience
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Performance-based incentives tied to team results, including quality, productivity, and customer experience metrics
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Opportunity to directly impact earnings through team performance and development
Why This Role Matters
The CSR Team Lead is essential to both day-to-day execution and team development. By balancing direct customer interaction with leadership responsibilities—and driving team performance—this role ensures operational success while building a strong, engaged, and high-performing team.
Posted Min Pay Rate
USD $22.00/Hr.
Posted Max Pay Rate
USD $24.00/Hr.