Customer Service- Team Leader

Customer Service- Team LeaderMissouri - Wentzville, MO 63385OverviewPosition Type Full Time Travel Percentage None Category Customer ServiceDescriptionCustomer Service Team LeadLocation: Wentzville MO, 63385Starting Rate: $23 per hour- Based on ExperienceWe are a small shop that happens to serve neighbors all over the country. Customer Service is the front counter. When we do this well, a neighbor feels remembered, understood, and confident. When we do it poorly, it feels like a ticket queue.This role is for a leader who wants both You love helping teammates grow. You love helping neighbors get on their journey.What you will doLead with hospitality. Fast connection, real listening, calm confidence. A neighbor should feel like they reached a person, not a process.Coach weekly. Not performative. Real reps. Clear expectations. Specific feedback. Clear is kind. Help people get better next week.Handle the hard calls. De-escalate upset neighbors, own the problem, and drive it to resolution. No hiding behind policy.Run the floor. Stay ahead of volume across calls, emails, chats, auths, and support work. Make smart tradeoffs so the team wins together.Build one small shop behavior. Partner with other teams when the neighbor experience crosses boundaries. No they. Only we.Teach the why. Connect daily work to the neighbor's journey so this job does not become task-land.Model urgency and follow-through. If we say we are calling back within an hour, we do it. Period.What good looks like hereA teammate leaves your coaching session clearer, more confident, and with a specific next move.An upset neighbor feels heard, then sees action, then trusts us again.The team gets faster without getting colder.People bring you problems and also bring ideas.Who this is forYou like a fast pace, but you do not get sloppy.You can challenge directly while caring personally.You have a bias for action. You do not wait for permission to be useful.You care about craft. You want to get better and you want your team to get better.You actually like people. Teammates and neighbors can feel it.Qualifications2+ years of relevant experience leading, coaching, or owning outcomes in a customer-facing environmentStrong emotional skill: de-escalation, empathic listening, and calm under pressureClear communication: you can set expectations without rambling or hedgingReliable attendance and consistency (trust starts here)High School Diploma or GED required. Associate degree preferred.Flexible schedule availability (Team Leads balance coverage to match neighbor needs)A note on cultureWe are not looking for a nice supervisor who avoids hard conversations. We are looking for a coach who helps people grow, holds the line on standards, and keeps the work human.If you read this and thought, "Yep. That's me. I want to build a better version of the small shop," apply now