Customer Service Team Lead

About the Company

Our client is a global leader in high-end, technical outdoor heating and architectural solutions.

About the Role

We are seeking a hands-on Customer Service & Technical Support Team Lead to drive excellence within their Irvine-based support function. This isn't just a desk-based management role; it's a position for a tactical leader who understands the "nuts and bolts" of technical hardware and knows how to translate that into a world-class customer experience. If you have a background in product-based tech support and a passion for leading people, this is your next career step.

Responsibilities

• Lead & Mentor:
  Oversee a dedicated team of technical support specialists, focusing on improving response times and fostering a high-performance, supportive culture.
• Technical Escalations:
  Act as the final point of call for complex technical inquiries regarding premium gas and electric systems.
• Process Optimisation:
  Refine and document after-sales support processes (RMAs, warranty claims, and returns) to ensure seamless service levels.
• Cross-Functional Collaboration:
  Partner with the Supply Chain and Sales teams to resolve order discrepancies and provide feedback on recurring product issues.
• Data-Driven Performance:
  Use KPIs and customer feedback to "redefine what good looks like" for the department's daily operations.

Qualifications

• Proven Leader: You have experience as a Team Lead or Supervisor within a technical customer service or support environment.
• Product Savvy: You have a background in physical products or supply chain-based support (experience with HVAC, appliances, or hardware is highly regarded).
• Problem Solver: You are a "tactical" thinker who can jump into the details to solve a customer crisis while keeping the big-picture strategy in mind.
• Systems Expert: You are proficient with modern CRM and ERP systems (Salesforce, SAP, or similar) and comfortable using data to drive decisions.
• Exceptional Communicator: You can explain complex technical concepts to both internal stakeholders and non-technical customers with ease.

Pay range and compensation package

Competitive Salary + Benefits + Professional Development

Equal Opportunity Statement

Our client is an equal opportunity employer. All applicants must have the right to work in the United States.

Apply Today

Ready to lead a team that sets the industry standard for technical support? Submit your application today for a confidential discussion