Overview
We are hiring a Customer Service Representative (CSR) Team Lead to support a fast-paced, high-volume online textbook bookstore serving high schools nationwide. This role will balance hands-on customer support with leadership responsibilities, overseeing a team of 10 CSRs.
The ideal candidate is a strong communicator, detail-oriented, and experienced in both customer service and team leadership. You’ll play a key role in ensuring excellent customer experience while driving team performance and efficiency.
Key Responsibilities

+ Lead and support a team of 10 Customer Service Representatives, providing guidance, coaching, and day-to-day oversight

+ Respond to customer inquiries via phone, email, and instant messaging

+ Handle escalations and resolve complex customer issues with professionalism and empathy

+ Process orders, perform data entry, and ensure accuracy in order management systems

+ Communicate with schools, clients, ...