Position Overview
We are seeking an experienced Customer Support Lead to oversee daily customer service operations, manage escalations, and serve as the primary liaison between U.S. leadership and an offshore support team of 3 representatives. This role is highly hands-on in leadership but not a high-volume call-taking position.
This position is onsite in Romeoville.The ideal candidate brings strong call center experience, customer de-escalation skills, and familiarity with AI-integrated systems and Microsoft Dynamics 365 (or comparable ERP/CRM platforms).
Serve as the primary point of contact between U.S. leadership and offshore support representatives
Monitor call dashboards to ensure calls are answered timely and service levels are maintained
Assign and delegate cases appropriately within the team
Handle escalated customer calls and resolve complex service issues
Coach and guide offshore team members to improve performance and communication
Conduct regular team check-ins and meetings via Microsoft Teams
Ensure accurate case documentation and follow-through
Support AI-integrated customer service workflows and system enhancements
Step in to support call volume only when short staffed
Approximately 30 inbound calls per day (10–15 minutes per call)
95% consumer calls / 5% business customers
Major retail partners include big-box and online retailers
Calls may come in simultaneously and require prioritization
Focus on first-call resolution whenever possible
5+ years of progressive customer service experience
Strong background in call center operations and escalation management
Experience de-escalating difficult customer situations
Experience supervising or mentoring customer service teams
Familiarity with Microsoft Dynamics 365 (preferred) or comparable ERP/CRM systems
Experience working with offshore or cross-cultural teams preferred
Strong decision-making skills and ability to manage multiple priorities
High attention to detail and strong organizational skills
Experience with AI-integrated customer service platforms
Experience monitoring service dashboards and performance metrics
Experience in retail, consumer products, or distribution environments
...receive the mental healthcare they deserve through compassionate, coordinated, and high-quality care. Were looking for a Clinical Practice Manager (CPM) to join our growing Washington practice. Position Summary The Clinical Practice Manager (CPM) is responsible...
...Talented Screen Printer needed! Who We Are: Printing Hut () , a fast growing screen printing / design studi o that specializes in Fast & Affordable Custom Screen Printing. We are headquartered in Abescon, NJ. We are looking for skilled, dynamic employees that aspire...
...the United States. Join our team and work with some of the best people and technology in the industry! We are looking for a Marine Engineer with a background in ship repair, vessel and equipment maintenance, project management and engineering support.A large portion...
...the calendar, record keeping, updating the office contact list, data entry, filing, and any additional tasks needed.- Records Management... ...COMPETITIVE QUALIFICATIONS: There are no minimum education or experience requirements for this title.OTHER WAYS TO QUALIFY:Reachable on...
...tractors, planters, mowers, plows, sprayers, cultivators, power shears, chain saws, high lifts, fork lifts, skid loaders. Must operate agricultural equipment safely, with or without direction. Assist with farm building/field maintenance and repairs.Repair fences. Work on...