Customer Success Team Lead

We are looking for a Customer Success Team Lead to guide a frontline support team and help deliver an outstanding experience for customers in New York, New York. This position is suited for a hands-on leader who can coach team members, address complex service concerns, and keep daily operations running efficiently. The ideal candidate brings a strong customer focus, sound judgment, and the ability to foster a collaborative, high-accountability environment.

Responsibilities:

• Guide and support customer success representatives throughout daily operations, offering coaching that improves service quality and team performance.

• Oversee incoming work queues and service activity to help the team meet response expectations and maintain consistent coverage.

• Manage complex or escalated customer situations, working toward prompt and well-considered resolutions.

• Evaluate customer interactions and written records to promote accuracy, compliance, and strong service standards.

• Assist with training efforts for both new hires and current staff, reinforcing procedures and encouraging ongoing development.

• Recognize recurring service challenges or workflow inefficiencies and share actionable observations with leadership.

• Coordinate with internal partners to resolve issues, streamline support activities, and improve the customer experience.

• Set a positive example through dependable leadership, professionalism, and a strong commitment to customer care.

If this person is you, please apply today!

Qualifications:

• At least 2 years of relevant experience, including 1 or more years in a lead, mentoring, coaching, or senior support capacity.

• Demonstrated background in customer service, call center support, or customer-facing service operations required.

• Strong verbal and written communication skills with the ability to handle difficult conversations and de-escalate concerns effectively.

• Experience documenting customer interactions thoroughly and managing service issues with attention to detail.

• High school diploma or equivalent is required.

• Exposure to healthcare industry or commercial insurance environments is required

• Bilingual communication skills are a plus.

• An associate or bachelor’s degree is preferred.

Compensation

$66,000.00-$87,000.00 Yearly

About Us

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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