Customer Relations Team- Process Lead

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Relations Team- Process Lead in United States. This role provides an opportunity to lead and develop a high-performing customer relations team in a dynamic, fast-paced environment. The Customer Relations Team- Process Lead will ensure agents have the knowledge, skills, and processes necessary to deliver exceptional service across multiple customer segments, including consumer, commercial transactional, and contractual accounts. This position emphasizes coaching, mentoring, and empowering team members while driving process improvements and maintaining high compliance standards. You will analyze performance metrics, identify gaps, and implement solutions to optimize efficiency and customer satisfaction. Collaboration with trainers, quality assurance, and cross-functional teams is essential, along with direct engagement in complex escalations and real-time coaching. The role balances hands-on support with leadership responsibilities, offering meaningful impact on team performance and customer outcomes. Accountabilities

• Lead and coach agents to ensure mastery of processes and tools required for their roles
• Provide daily quality assurance feedback, scorecard analysis, and performance insights to improve team effectiveness
• Identify process gaps, deliver targeted training, and mentor agents to enhance service delivery
• Collaborate with QA, training, and cross-functional teams to reduce knowledge gaps and optimize workflow
• Handle escalated cases and supervisor calls, offering real-time guidance and red-flag alerts
• Oversee compliance with operating procedures, call routing, and case management processes
• Contribute to process documentation, continuous improvement initiatives, and project work for operational excellence

Requirements

• High school diploma or equivalent; 3-5 years of experience in customer service, escalation management, or related roles preferred
• Strong communication skills, both written and verbal, with experience in customer-facing environments
• Deep knowledge of end-to-end customer processes and experience with case management and obligation systems
• Proficiency with a wide range of internal tools and software, including Excel, SharePoint, PowerPoint, Outlook, and CRM platforms
• Ability to mentor, train, and motivate team members while providing constructive feedback
• Exceptional problem-solving, organizational, and time management skills
• Comfortable handling complex escalations and making independent decisions in a fast-paced environment
• Familiarity with remote phone-based support and technology-driven workflows

Benefits

• Competitive base salary with potential for performance-based bonus
• Comprehensive health, dental, and vision insurance
• Short-term and long-term disability coverage
• Employee assistance programs and flexible spending accounts
• Generous paid time off, including holidays, vacation, sick leave, and parental leave
• Opportunities for professional development and career growth
• Inclusive, collaborative, and supportive workplace culture

Why Apply Through Jobgether? We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.