Customer Service Team Lead
Job Title: Customer Service Team Lead
Reports to: Director of Customer Service
Employment Type: Non-Exempt
Location: Las Vegas, NV
Summary:
As the Pavilion Payments Customer Service Team Lead, you will drive team performance, consistency, and development. This role ensures quality standards are upheld, supports training initiatives, and acts as a bridge between frontline agents and managers. Team Leads foster a positive, inclusive culture and guide agents toward delivering exceptional customer experiences.
The Team Lead plays a pivotal role in shaping the customer experience by supporting, developing, and empowering agents. Through strong leadership, operational excellence, and a commitment to continuous improvement, the Team Lead contributes directly to team success and the overall performance of the organization.
Key Responsibilities:
- Complete weekly quality reviews for all assigned Customer Service Representatives
- Identify quality and performance trends, collaborating with managers to translate insights into actionable improvements
- Deliver clear, constructive coaching that supports agent growth and reinforces performance expectations
- Support new hire onboarding and ongoing training initiatives
- Conduct side-by-sides to reinforce best practices and strengthen consistency across the team
- Partner with leadership to maintain and enhance SOPs, training materials, and internal documentation
- Serve as an escalation point and act as interim supervisor when needed
- Monitor consult queues and provide timely assistance to agents
- Manage customer callbacks, including CSAT-related follow-ups
- Embody and reinforce company values, a customer-first mindset, and an inclusive team culture
- Act as an advocate for continuous improvement and a support system through change, helping the team embrace new processes with positivity and resilience
Key Performance Indicators (KPIs)
- Quality reviews completed on time ≥ 95%
- Calibration accuracy ≥ 90%
- Positive agent feedback on coaching effectiveness
- Minimum 40 hours of monthly available/talk time on support line
- Average monthly quality (QA) Score ≥ 80%
- Average monthly CSAT score ≥ 4.0
Qualifications:
- Demonstrated experience in a customer service or support role with a strong track record of meeting performance expectations.
- Strong communication skills, including the ability to deliver clear feedback, facilitate discussions, and collaborate across teams.
- Ability to analyze quality and performance data, identify trends, and translate insights into actionable improvements.
- Demonstrated adaptability and resilience in evolving environments, with a positive approach to change.
- Strong problem-solving and critical-thinking skills, with the ability to make sound decisions under pressure.
- Proven commitment to company and team values and inclusivity.
Soft Skills & Leadership Competencies
- Emotional intelligence and empathy in interactions with agents and customers
- Strong communication and active listening skills
- Conflict resolution and the ability to foster healthy team dynamics
- Adaptability and resilience in fast-paced or changing environments
- Motivational leadership that inspires confidence, engagement, and growth
- Critical thinking and problem-solving to drive continuous improvement
- Effective time management and prioritization
Your skills and our values
- Working with Others - Works with other department employees to accomplish individual and company service levels and goals. Display enthusiasm and promote a friendly group working environment.
- Embracing Change - Remains open-minded and reacts quickly to new information.
- Adapts to varying department changes
- Attention to Detail – Stays alert in a high-paced environment. Follows detailed procedures and ensures accuracy in documentation and data.
- Decision-Making and Problem-Solving – Recognizes possible system issues that may affect payment entry processing and alerts Supervisor.
Perks & Benefits!
- A great company that is focused on team building, and career pathing for its team!
- Join a team that is fun, friendly, and customer-focused!
- Excellent employee benefits package - Health, Dental, Vision, 401k match, and more!
Pavilion Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department