Customer Service- Team Leader

Job DetailsJob Location: Missouri - Wentzville, MO 63385Position Type: Full TimeTravel Percentage: NoneJob Category: Customer ServiceCustomer Service Team Lead Location: Wentzville MO, 63385 Starting Rate: $23 per hour- Based on Experience   We are a small shop that happens to serve neighbors all over the country. Customer Service is the front counter. When we do this well, a neighbor feels remembered, understood, and confident. When we do it poorly, it feels like a ticket queue. This role is for a leader who wants both You love helping teammates grow. You love helping neighbors get on their journey. What you will do • Lead with hospitality. Fast connection, real listening, calm confidence. A neighbor should feel like they reached a person, not a process. • Coach weekly. Not performative. Real reps. Clear expectations. Specific feedback. Clear is kind. Help people get better next week. • Handle the hard calls. De-escalate upset neighbors, own the problem, and drive it to resolution. No hiding behind policy. • Run the floor. Stay ahead of volume across calls, emails, chats, auths, and support work. Make smart tradeoffs so the team wins together. • Build one small shop behavior. Partner with other teams when the neighbor experience crosses boundaries. No they. Only we. • Teach the why. Connect daily work to the neighbor’s journey so this job does not become task-land. • Model urgency and follow-through. If we say we are calling back within an hour, we do it. Period. What good looks like here • A teammate leaves your coaching session clearer, more confident, and with a specific next move. • An upset neighbor feels heard, then sees action, then trusts us again. • The team gets faster without getting colder. • People bring you problems and also bring ideas. Who this is for • You like a fast pace, but you do not get sloppy. • You can challenge directly while caring personally. • You have a bias for action. You do not wait for permission to be useful. • You care about craft. You want to get better and you want your team to get better. • You actually like people. Teammates and neighbors can feel it. Qualifications • 2+ years of relevant experience leading, coaching, or owning outcomes in a customer-facing environment • Strong emotional skill: de-escalation, empathic listening, and calm under pressure • Clear communication: you can set expectations without rambling or hedging • Reliable attendance and consistency (trust starts here) • High School Diploma or GED required. Associate degree preferred. • Flexible schedule availability (Team Leads balance coverage to match neighbor needs) A note on culture We are not looking for a nice supervisor who avoids hard conversations. We are looking for a coach who helps people grow, holds the line on standards, and keeps the work human. Apply If you read this and thought, “Yep. That’s me. I want to build a better version of the small shop,” apply now Qualifications