The Customer Happiness Team Lead supports the Team Manager by helping oversee the daily operations and performance of the Customer Happiness team. This role focuses on maintaining consistent workflows, monitoring performance metrics, and ensuring that established procedures are followed across the team.

As a key operational support partner to the manager, the Team Lead helps identify trends, troubleshoot issues, and ensure customer interactions are handled accurately and efficiently. This position works closely with frontline agents while helping maintain visibility across tickets, orders, and internal systems in a fully remote environment.

The ideal candidate is organized, detail-focused, and dependable, with the ability to track multiple moving pieces while maintaining clear communication and follow-through.

Key Responsibilities

• Assist with operational support requests and administrative tasks.

• Monitor team performance and identify trends, concerns, or opportunities for improvement.

• Support customer escalations, including handling supervisor calls and complex cases.

• Track and report on team KPIs, highlighting trends or performance outliers.

• Participate in QA calibrations to maintain consistency in service standards.

• Support coaching conversations and skill refreshers for team members.

• Mentor new hires after training to help reinforce processes and expectations.

• Maintain engagement within remote team environments using tools such as Slack and Zoom.

• Lead team huddles or daily stand-ups when the manager is unavailable.

• Organize simple team recognition initiatives such as “Wins of the Week” or peer acknowledgements.

• Identify patterns in customer feedback and communicate potential process improvements.

• Review workflows and flag inefficiencies or bottlenecks.

• Perform additional duties as assigned to support team operations.

Requirements

• High School diploma or equivalent required

• Business, operations, or customer service coursework preferred

• 3+ years experience in a call center or customer support environment

• Previous experience mentoring or supporting team members strongly preferred

• Strong organizational and time-management skills

• Ability to manage multiple tasks while maintaining accuracy and follow-through

Skills & Traits

Operational Reliability

Maintains consistent processes and ensures tasks are completed accurately and on time.

Attention to Detail

Tracks performance metrics, customer feedback, and workflow patterns with accuracy.

Team Support

Provides guidance and support to team members while reinforcing established procedures.

Clear Communication

Communicates observations, updates, and recommendations clearly with both agents and leadership.

Core Values

This role supports HeroCo’s core values:

• We’re Obsessed With What People Respond To

• We’re Scrappy

• We’re Kaizen

• We Follow Through

• We Give a F*ck

• We Win