Customer Service Lead

Position Overview

As Customer Service Lead, you will be responsible for leading the Customer Service team in customer on-boarding, ongoing support during and after go-live, and customer training. You will work within cross functional teams to resolve customer needs in a timely manner. You will actively listen, understand, troubleshoot, and communicate specific customer needs. The ultimate goal of this position is to lead the Customer Service team to achieve 100% customer satisfaction and retention. This position can be based out of our Stamford, CT office or remote and will report to the Director of Customer Service.


1-2 years of experience in electronics, engineering, technology support, or other similar fields, required
Associated degree in a related field, such as technology support, electronics, or engineering is required
Comprehension of computers, ready-mix plant control, relay logic, electrical engineering processes, and industrial controls, preferred
Experience with control components such as motor starters, solenoids, and hydraulic/pneumatic valves
Hands on experience handling low voltage (110VAC), soldering, and wiring of electrical panels
Proven ability to work collaboratively and solve problems creatively
Proven ability to complete tasks according to outlined scope and timeline
Self-driven and task oriented with proven ability to manage short-term and long-term expectations
Ability to work independently
Must be able to meet the physical requirements of the job which include bending, lifting heavy equipment and working in confined spaces

Position Details

Gain insights of customer needs through projects, direct customer calls/visits, team member feedbacks and analysis of support desk requests while providing customer updates in an effective manner to enhance customer satisfaction
Track, analyze, and document customer inquiries to isolate patterns and to extract top issues, for which the fix would benefit broader customer base while communicating customer request to management and development
Identify, prioritize, and document new feature requests impacting multiple customers.
Maintain high customer satisfaction and manage customer expectations through all steps of the support process
Troubleshoot and diagnose technical and routine application functionality issues
Manage assigned support tickets according to SLA policy
Manage small project and/or system implementations and assist in enterprise level projects and/or system implementations
Develop and implement employee/customer training
Utilize industry best practices, techniques, and standards throughout the support process
Travel may be required as necessary

Benefit Offerings

Competitive Wage (based on experience and/or knowledge)
Health, Dental, Vision Insurance
Paid Time Off, Holiday Pay, Bereavement Pay