Customer Service Operations Team Leader

 

Role - Customer Service Team Leader

Location – New Jersey, 300 Cedar Ln Suite A, Edison, NJ 08817, United States

Salary - $20 - $23 per hour

 

Life at THG –

Life at THG is dynamic, innovative, and collaborative. We’re a forward-thinking company where passionate individuals come together to shape the future of digital commerce. Our culture values decisiveness, ambition, and leadership fostering an environment where employees can thrive both personally and professionally. We support a flexible, inclusive workplace that encourages diversity and work-life balance. With opportunities for continuous learning, career progression, and a strong emphasis on well-being, THG offers a place where you can truly make an impact.

Join us and be part of a global team that’s redefining the digital landscape.

 

About THG Ingenuity –

THG Ingenuity is the operational infrastructure and digital hub which supports THG Beauty and THG Nutrition, delivering excellence throughout the supply chain and customer experience. THG Ingenuity is a cutting-edge digital commerce division within THG, a global leader in e-commerce and technology solutions. We specialize in providing comprehensive end-to-end digital solutions for brands and businesses across industries, empowering them to scale, innovate, and optimize their online presence. Our global end to-end tech platform is comprised of a variety of products: THG Commerce, THG Studios, THG Fulfilment & THG Orbit.

THG Orbit is our award-winning, accredited Customer Service and Experience solution, offering world-class support to THG brands and Ingenuity clients. We optimise services, enhance customer experiences, and foster brand loyalty, ensuring a seamless journey from start to finish. We proactively identify and implement optimisation opportunities. Beyond scaling brands, THG Orbit enhances automation, reduces costs, and drives performance through digital innovation and efficiency.

 

Job Responsibilities –

This new role is crucial for creating and delivering exceptional customer experiences while fostering an engaged and a high-performing customer service team. The role will be based in a newly established US office, where the chosen individual will be responsible for building a strong customer service presence to support all brands and client needs across the US territory

· Team Leadership & Supervision: Lead, motivate, and manage a team of customer service representatives to achieve departmental goals, ensuring high standards of performance, customer satisfaction, and team morale.

· Training & Development: Provide ongoing training, coaching, and development to team members to improve product knowledge, communication skills, and customer service techniques. Conduct performance evaluations and create development plans.

· Customer Service Excellence: Ensure that all customer inquiries, issues, and complaints are addressed promptly and professionally, maintaining the company’s reputation for excellent service. Handle escalated customer issues as needed.

· Performance Management: Monitor and evaluate team performance through key metrics (e.g., response time, resolution time, customer satisfaction). Provide regular feedback and implement corrective actions when necessary to maintain team performance.

· Operational Support: Manage day-to-day operations of the customer service team, ensuring shifts are covered, resources are allocated effectively, and the team meets service level agreements (SLAs). As a leader, we expect you to lead by example and contribute to overall productivity and output, minimum expectation is 20 customer contacts per day.

 

What skills do you require to be successful?

Leadership: Ability to motivate, inspire, and manage a diverse team to achieve goals and maintain high performance.

Communication: Clear and effective communication with both customers and team members, including active listening and conflict resolution.

Coaching & Development: Skilled in providing constructive feedback, training, and mentoring to help team members grow and improve.

Customer-Centric Approach: Empathy and focus on delivering exceptional service, ensuring customer satisfaction and loyalty.

Problem-Solving: Ability to quickly analyze issues and find effective solutions, especially in challenging or high-pressure situations.

Decision-Making: Confident and timely decision-making, particularly when handling escalated customer issues or team-related matters, in addition to any required team conflict management.

Time Management & Prioritisation: Efficiently managing tasks, balancing multiple priorities, and ensuring deadlines and service level agreements (SLAs) are met.

Adaptability: Flexibility in responding to changing customer needs, business priorities, or operational challenges.

Analytical Skills: Ability to analyse performance data and customer feedback to identify trends and areas for improvement.

Technology Proficiency: Familiarity and proficiency with managing performance systems and software, and all Microsoft applications. Advantageous would include other tools used to manage customer interactions and track team performance.

Team Building: Ability to foster a positive team environment, promote collaboration, and enhance employee engagement.

 

Requirements - 

· Must have at least 1+ years leading a team.

· Must have at least 1+ years in a call centre environment. 

 

What’s in it for you?

· 10 Paid Holidays

· Office Location: Edison, NJ

· Medical, Dental, Vision plans

· 401K matched up to 5%

· Generous PTO (Paid Time Off)

· Short and long-term disability

· Exclusive employee discounts on THG Brands

 

#LI-Onsite